You can contact us via email at email@example.com or via letter at the following address:
Level 5, 535 Bourke Street
Melbourne, VIC 3000, Australia
Our Compliance Officer will assist you with handling any complaints, and if appropriate, determine a fair remedy.
You will be informed of the decision and the reasons for that decision.
For a copy of our internal disputes resolution policy, feel free to contact us at firstname.lastname@example.org
If you are not satisfied with the decision, you may wish to contact the Credit and Investments Ombudsman (CIO).
If you approach CIO before communicating with Moula, CIO will refer you back our way. In fact, our intention is to resolve all issues, so that you’ll never need to contact CIO.
Unless there are exceptional circumstances, we’ll respond to your complaint within 14 days of receiving the initial complaint.
If we are unable to resolve the complaint within 14 days we’ll:
- inform you of the reasons for the delay;
- specify a date when a decision can be reasonably expected; and
- notify you of your right to contact CIO.
The complaint will be processed at no charge to you.
CIO Contact Detail
CIO may be contacted at 1 800 138 422, via their website (www.cio.org.au) or at the following address:
Level 7, 287 Elizabeth Street
SYDNEY NSW 2000
PO Box A252
SYDNEY NSW 1235
Moula’s CIO membership number is: M0031900 (Moula Funding Pty Ltd).