If you have a complaint about your lease contract, credit guide, or any dealings CARZIE Australia Pty Ltd, please contact us to resolve it promptly and efficiently.

How do I lodge a complaint?

For Australia:

When contacting us, please advise if you require an interpreter or have any special needs or require assistance with lodging a complaint.

 Initial Resolution

Once we receive your complaint, we will acknowledge it as soon as practicable, usually within one business day. We aim to investigate and resolve complaints promptly, fairly and efficiently. If your complaint is not resolved within five business days, it will be escalated for further review by management and our compliance manager.

 When will I receive the outcome of my complaint?

Carzie will provide you with a written response within the required IDR timeframe of up to 30 calendar days. We will provide you with a written Internal Dispute Resolution (IDR) response within the timeframes required by applicable law. Our complaints process is free of charge. If your complaint is not resolved in your favour, we will provide you with the reasons for our decision and information about your further dispute resolution options.

 What if I am not satisfied with the outcome?

If your complaint has gone through Carzie’s internal dispute resolution process and you are not satisfied with the outcome, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme approved by the Australian Securities and Investments Commission (ASIC).

You can contact AFCA, by phone: 1800 931 678 (9:00am-5:00pm Monday – Friday, Sydney time). Or by email: info@afca.org.au. Oy by post: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001.

Carzie Australia PTY LTD AFCA Membership number: 43724

CARZIE is a member of the Australian Financial Complaints Authority (AFCA) which is an
independent EDR Scheme approved by the Australian Securities and Investments Commission.
AFCA can be contacted on:

  • by free call on 1800 931 678 (9.00am-5.00pm, Monday to Friday, Sydney time);
  • by email to info@afca.org.au; or
  • by submitting your complaint online at www.afca.org.au
  • by writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001.
  • Our AFCA membership number is 43724