Complaints

Making a complaint

We want to get things right. If you're unhappy with our service, please tell us. Making a complaint is free, and it won't affect how we treat you or your file.

1. Contact us first

You can make a complaint in whatever way suits you:

• Phone: 07 5607 6745 (Monday to Friday)
• Email: admin@wipecreditclean.com.au
• In writing, or by asking any member of our team

Please tell us your name, the best way to contact you, what went wrong and what you'd like us to do. If you need help making a complaint, we'll help you. You can also have someone, such as a family member, financial counsellor or advocate, make the complaint for you.

If you need an interpreter, call the Translating and Interpreting Service on 131 450. If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service at accesshub.gov.au.

2. What we'll do

• We'll acknowledge your complaint within 1 business day of receiving it, or as soon as practicable.
• We'll look into it fairly and properly, and keep you updated.
• We'll give you our final response in writing within 30 calendar days.
• If we can't resolve it within 30 days, we'll tell you why before the 30 days are up, and let you know about your right to go to the Australian Financial Complaints Authority (AFCA).

Our final response will explain our decision and the reasons for it, and include AFCA's contact details.

3. If you're not satisfied: AFCA

If you're not happy with our response, or we haven't responded within 30 days, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Time limits may apply to complaints to AFCA, so you should act promptly or check the AFCA website for the time limit that applies to you.

4. Privacy complaints

If your complaint is about how we've handled your personal information, contact us first using the details above. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992. You can read more in our Privacy Policy.

5. Free help

Free, confidential financial counselling is available from the National Debt Helpline on 1800 007 007 or at ndh.org.au. You can also lodge disputes yourself, free of charge, with the credit reporting bodies (Equifax and Experian), the creditor and AFCA.

About us

Wipe Credit Clean Pty Ltd (ABN 40 659 698 969) is an authorised credit representative (No. 541913) of KBW Capital Pty Ltd, Australian credit licence 531588. You can ask for your complaint to be escalated to our licensee.

Last updated: 23 October 2026