Step 1 — Talk to us
If you are unhappy with any aspect of our services, our conduct, a product we have arranged, or how we have handled your personal information, please contact us first. Most concerns can be resolved quickly.
Complaints Officer
Discover Capital Group (Australian Garment Company Pty Ltd)
206 / 98 Riley Street, Darlinghurst NSW 2010
Phone: 0438 358 226
Email: deals@discovercapital.com.au (attention: Complaints Officer)
Step 2 — Our internal process
We will:
- Acknowledge your complaint within 1 business day, or as soon as reasonably practicable.
- Investigate promptly and impartially.
- Provide a written response within 30 calendar days (or 21 days for credit-related complaints), in line with ASIC Regulatory Guide 271.
- If we cannot respond in that timeframe, we will tell you why and update you on progress.
Step 3 — External dispute resolution (AFCA)
If you are not satisfied with our response, or you do not receive a response within the required timeframe, you may refer the complaint to the Australian Financial Complaints Authority (AFCA) at no cost to you. AFCA provides fair and independent financial services complaint resolution.
Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call within Australia)
Mail: GPO Box 3, Melbourne VIC 3001
Our AFCA membership number: 121182
AFCA has authority to hear certain complaints. Time limits apply — you should refer your complaint to AFCA as soon as possible after receiving our final response.
Privacy complaints
If your complaint relates to how we have handled your personal or credit information and you are not satisfied with our response, you may also refer it to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by phone on 1300 363 992.
Financial hardship
If you are experiencing financial difficulty and need help meeting your obligations under a facility we have arranged, please contact us as soon as possible. We will work with you and the lender to consider available hardship arrangements in accordance with the National Credit Code and applicable industry codes.