Dispute resolution

We're dedicated to constantly improving our customers' experience. As a valued customer, we appreciate your honest feedback. If your experience has not met your expectations, we want to hear from you.

Keystart's commitment to you

Keystart welcomes feedback and takes complaints seriously. If you're not satisfied with our products, services, staff or the way Keystart has handled your complaint, it's important we hear about it.

We take your complaint seriously and will work with you to address your concern and try to promptly find a solution that's fair and reasonable.

Keystart's complaint resolution is offered free of charge.

Our staff will take the time to listen to your concerns, will seek to understand the full unique circumstances of your complaint and will act fairly, honestly, reasonably, and consistently when handling your complaint.

Keystart will treat any information you provide us about your circumstances with sensitivity and respect. If your complaint is urgent or you’ve let us know you’re experiencing challenging circumstances, Keystart will make every effort to prioritise your complaint.

We’ll aim to resolve your complaint at the first point of contact. If we can’t resolve your complaint straight away or we can’t deal with all or part of your complaint, we’ll let you know as soon as possible. We’re committed to making the complaints process as easy and accessible as it can be for you. We’ll use plain English and consider any communication or accessibility assistance that you may need.

Keystart will investigate your complaint thoroughly and make a genuine attempt to resolve your complaint. If we agree that Keystart hasn’t acted fairly and needs to do something to put things right, we’ll ensure that the resolution is implemented without unnecessary delay. Where we can’t agree that Keystart has made an error or acted unfairly, we’ll explain the reasons why clearly to you.

Keystart is committed to learning from the complaints we receive and is dedicated to continuous improvement and delivering better value for our customers.

How to make a complaint

Keystart has an internal dispute resolution process in place to assist in solving your complaint. You can contact us via:

Phone:	1300 578 278
Email:	complaints@keystart.com.au
Form:	Get in touch
Mail:	The Complaints Manager Keystart, PO Box 2016 Subiaco, WA 6904
In person:	Keystart Level 3, 502 Hay Street Subiaco, WA 6008

Need help making a complaint?

Authorising someone to help you

You can appoint someone (must be 18 years or older) to manage your complaint on your behalf, for example, a friend or family member, a legal or accredited representative, or a financial counsellor.

Generally, we’ll talk to your representative if you authorise us to do so but, in some instances, we may need to get more information (such as their accreditation) from them first.

Accessibility support

Our job is to make this process accessible to everyone. You can contact us using the following accessibility services.

For people who are deaf, hard of hearing or have a speech impairment.

TTY - type telephone service call 133 677 then ask for 1300 578 278.
SMS relay - text 0423 677 677. For more information, visit the National Relay Service. You'll need to register with the NRS before using their service.
Voice relay - call 1300 555 727 then ask for 1300 578 278.

Interpreter services

If English isn't your first language, you can access a free interpreter service through Translating and Interpreter Services. This service is provided by the Department of Home Affairs and is available in over 150 languages.

How long will it take Keystart to address my complaint?

When you make a complaint, this is the timeline you can generally expect:

When we first speak with you or within one business day

We’ll let you know we’ve received your complaint and give you a reference. This might take a little longer if you got in touch by mail.

Please let us know if your complaint is urgent. This might be because you’re experiencing challenging circumstances such as:

domestic or family violence,
financial difficulty or,
serious illness.

If we can, we’ll start working on a resolution right away. Keystart aims to resolve complaints within five (5) business days, however some complaints may take longer.

If we can’t resolve your complaint within five business days

We’ll send it along to a manager, who will:

contact you to advise they are investigating your complaint,
possibly ask you for more information to progress your complaint, and
keep you informed of the progress of your complaint.

We’ll then try to resolve it within 30 days or 21 days depending on your complaint.

For standard complaints, Keystart will provide a response to your complaint no later than 30 calendar days after receiving your complaint.

For credit related complaints involving default notices, hardship notices or requests to postpone enforcement proceedings, Keystart will provide a response to your complaint no later than 21 calendar days from after receiving your complaint.

What if Keystart can’t respond within the above timeframes?

If your complaint is complex or there are circumstances outside of our control, we might not be able to respond to your complaint within the above timeframes.

In this case, we’ll write to you to explain:

the reasons for the delay,
your right to complain to Australian Financial Complaints Authority (AFCA) if you’re dissatisfied, and
the contact details for AFCA.

How will I receive Keystart’s response to my complaint?

You’ll be given a resolution (also called an Internal Dispute Resolution (IDR) Response or IDR Response). You’ll receive this in writing, and it will explain what we’ve done to resolve your complaint.

Or it will explain why we’ve rejected it (either partially or fully). It will also tell you how you can contact AFCA to complain if you’re unhappy with our resolution.

If you accept our resolution

If you’re happy with Keystart’s resolution of your complaint and accept it, we’ll ask you to:

confirm this with us, which might be over the phone or in writing or,
possibly sign a document called a Settlement Agreement or Deed. Keystart will let you know if you need to do this.

What if I'm not happy with Keystart's resolution to my complaint?

If you feel we have missed something or if any of the details we have used to reach our conclusions are incorrect, please contact us so that we can continue to help you.

If you’re not satisfied with our response to your complaint, or if we haven’t resolved it within the required timeframe, you can make a complaint to AFCA.

How to contact AFCA

AFCA provides a free and independent service. You can find out more about AFCA and contact them using the below details.

Keystart's AFCA membership number:	42147
Email:	info@afca.org.au
Freecall:	1800 931 678
Web:	www.afca.org.au
Mail:	Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

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