Feedback and Complaints

We’re constantly striving to provide the best possible service, and we’ll do our best to resolve any concern you have efficiently and fairly.

If you’re ever unhappy about something we’ve done or perhaps not done, please give us the opportunity to put things right.
We work quickly to understand your concerns

At Premium Finance Group Australia, we strive to make our services better every day.

If you have a suggestion, compliment or complaint, we’d love to hear from you.

  • Email: finance@pfga.com.au
  • Phone: 1800 413 635 (toll free)
  • Mail: Head Qtrs; Suite 1,95 Denham Street, Townsville Qld 4810

Please include the following information in your email:

Your details

  • Name
  • Residential address
  • Email
  • Phone number

Description

  • Details of your feedback or complaint
  • What outcome are you seeking?
  • Supporting documents (if any)
If the matter is not resolved to your satisfaction

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We aim to resolve your complaint as quickly as possible.

Once we receive your complaint, we will promptly acknowledge it (usually within 1 business day) and we will provide regular progress updates.

We aim to resolve your complaint as soon as possible and in any event within 30 days.

Sometimes we may need more time to investigate the complaint but we’ll let you know if that is the case.

We’ll provide a written response to you if the resolution takes longer than 5 business days, if your matter relates to hardship, or if you request a response in writing.

If you are not satisfied with our response, you may ask us to review the response.

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If you are still unhappy

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If your issue still can’t be resolved or you are not satisfied with our decision, you may contact the Australian Financial Complaints Authority (AFCA) via:

  • Website: afca.org.au
  • Email: info@afca.org.au
  • Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001

AFCA is an external dispute resolution scheme that addresses complaints from consumers in the financial system.

AFCA provides fair and independent financial services complaint resolution that’s free to consumers.

You may also authorise a representative (e.g. financial counselor, lawyer, family member, or friend) to lodge a complaint on your behalf.

This document is available in hard copy upon request.

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Privacy Statement

We collect and handle personal information in accordance with our Privacy Notice and Privacy Policy. We’ll use the information collected through this form to respond to your feedback.

Last updated: August 2023

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