We live for our customers, and we understand that sometimes things don’t work out as they should. If you have a complaint or dispute, please talk to us.
If you aren’t satisfied with our attempt to resolve any issues you may have, you can lodge a formal complaint with us. We have an internal dispute resolution team who are standing by to help you.
How can I raise a complaint? Yes, we appreciate all feedback
Contact Us at:
oxygen@oxygen.com.au
1300 855 699
Once you lodge a formal complaint with us we will acknowledge your complaint within 1 day. We will then work with you to try to resolve your complaint within the next 7 business days. To help us resolve your complaint as quickly as possible we only ask that you provide as much information as possible.
If the matter is more complex, for example if you have a complaint about our credit terms or a default notice we have sent you, we will aim to resolve your complaint within 21 calendar days. If you have a complaint about any other terms and conditions, we’ll endeavour to resolve your complaint within 21 calendar days.
You are our priority and we take your concerns very seriously. If you make a complaint, we’ll keep you informed from start to finish and we’ll provide updates regarding the progress of your matter. Our goal is to reach a resolution that you are happy with.
If you’re not satisfied with our proposed resolution, or it takes longer than the maximum timeframes stated above, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA). The AFCA provides all consumers with a fair, free and independent dispute resolution for financial complaints.
Contact AFCA at:
info@afca.org.au
1300 931 678
Australian Financial Complaints Authority Limited, GPO Box 3 Melbourne VIC 3001