Complaints Policy

Last updated: June 2025

AIP Finance Pty Ltd is committed to providing high-quality credit assistance services. If you have a concern or complaint, we want to hear from you so we can make it right. This policy outlines our internal dispute resolution (IDR) process in accordance with ASIC's Regulatory Guide 271.

1. How to make a complaint

You can submit a complaint by any of the following methods:

Please include your name, contact details, a description of your concern, and any relevant documentation to help us investigate promptly.

2. What happens next

1. Acknowledgement: We will acknowledge receipt of your complaint within 5 business days.
2. Investigation: Anita Parker Sareen will personally review your complaint and investigate the circumstances.
3. Response: We will provide you with a written response outlining our findings and any proposed resolution within 30 calendar days. For complaints about hardship, we aim to respond within 21 days.
4. Resolution: If we are able to resolve your complaint to your satisfaction, we will confirm the outcome in writing.

3. If you are not satisfied

If you are not satisfied with our response, or if we have not resolved your complaint within 30 days, you may refer your complaint to the Australian Financial Complaints Authority (AFCA) — a free and independent external dispute resolution (EDR) scheme.

Time limits apply for lodging a complaint with AFCA. Generally, you must lodge within 2 years of receiving our final response.

4. ASIC

You may also contact the Australian Securities and Investments Commission (ASIC), which regulates the credit industry, for information or to report misconduct:

• Phone: 1300 300 630
• Website: asic.gov.au

5. Our commitment

Every complaint is taken seriously. We use feedback to continually improve our service. If you have a general question rather than a complaint, please contact us at anita@aipfinance.com.au or call 0498 241 696.