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Legal

Complaints

Last updated: 18 June 2026

If something isn’t right, we want to hear about it. We take every complaint seriously and aim to resolve it promptly and fairly. This page explains how to raise a concern and what happens next.

1. How to make a complaint

You can contact us any way that suits you:

It helps if you can tell us your name and contact details, what happened, and how you’d like it resolved. Don’t worry if you don’t have everything; we’ll work through it with you.

2. How we handle it (internal dispute resolution)

When you make a complaint, we will:

  • acknowledge it promptly, usually within 1 business day and no later than required by law;
  • look into it properly and keep you informed of progress; and
  • give you a written response setting out the outcome and the reasons for it.

We aim to resolve complaints as quickly as we can. In line with ASIC’s requirements (Regulatory Guide 271), we will provide a final response within 30 days. If we need longer, or can’t resolve it to your satisfaction, we’ll let you know in writing and explain your right to take the matter to the Australian Financial Complaints Authority.

3. If you’re still not satisfied (external dispute resolution)

If we can’t resolve your complaint, or you’re unhappy with the outcome, you can refer it to the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent dispute-resolution service for consumers.

  • NRG Financial Services AFCA membership number: 44198
  • Website: afca.org.au
  • Phone: 1800 931 678 (free call)
  • Email: info@afca.org.au
  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits apply to lodging a complaint with AFCA, so it’s best not to delay if you wish to use their service.

4. Privacy complaints

If your complaint is about how we have handled your personal information, you can also contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992. See our Privacy Policy for more.

5. Our commitment

Making a complaint won’t affect how we look after you. We’d genuinely rather know when something has gone wrong so we can fix it. That’s how we keep getting better at what we do.