How to make a complaint

We take complaints seriously. Every complaint is recorded, investigated, and responded to in writing. There is no charge for making a complaint and it will not affect the status of any account we are managing on behalf of our client.

Step 1 — Contact Merion directly

The first step is to contact us directly. Most complaints are resolved at this stage quickly and without the need for further escalation.

Email: [email protected] — subject line: "Formal complaint"
Phone: (08) 6325 5761 — Monday to Friday, 9am–5pm AEST
Post: Merion, Complaints Officer, GPO Box [address on file]

Please provide the information listed below so we can investigate your complaint as quickly as possible. We aim to acknowledge your complaint within two business days and to provide a substantive response within five business days.

Step 2 — Escalate within Merion

If you are not satisfied with the initial response, you can request that your complaint be escalated to our Head of Compliance. This is an internal review carried out by a person not involved in the original handling of your complaint. We aim to complete this review and respond to you within fifteen business days of receiving the escalation request.

To escalate, simply reply to the response you received and include the words "I wish to escalate this complaint" in your message. We will acknowledge the escalation request and confirm the review timeline.

Step 3 — External bodies

If you remain unsatisfied after exhausting our internal process, you have the right to escalate to an external body. Depending on the nature of your complaint, the relevant bodies include:

ACCC — Australian Competition and Consumer Commission

The ACCC co-administers the Debt Collection Guideline for Collectors and Creditors with ASIC and can receive reports about conduct that may breach the guideline or consumer protection laws. Visit accc.gov.au or call 1300 302 502.

AFCA — Australian Financial Complaints Authority

If Merion's conduct relates to a service regulated under financial services law, you may be able to lodge a complaint with AFCA — Australia's free, independent dispute resolution service for financial services. Visit afca.org.au or call 1800 931 678.

State consumer affairs and fair trading offices

Each Australian state and territory has a consumer affairs or fair trading office that can assist with complaints about business conduct. Relevant contacts include Consumer Affairs Victoria, NSW Fair Trading, the Office of Fair Trading (QLD), Consumer and Business Services (SA), Consumer Protection (WA), Consumer, Building and Occupational Services (TAS), and Access Canberra (ACT).

Office of the Australian Information Commissioner (OAIC)

If your complaint relates to how we have handled your personal information, you may lodge a complaint with the OAIC. Visit oaic.gov.au or call 1300 363 992.

Timeframes

Acknowledgement: within 2 business days of receiving your complaint
Initial response: within 5 business days
Internal escalation review: within 15 business days of escalation request
Target resolution: within 30 days of initial complaint

If a matter is complex and requires more time, we will notify you before the deadline and provide a revised timeline.

What to include in your complaint

To help us investigate and respond effectively, please include:

Your full name and contact details
The account or reference number if you have it
A description of what happened, including the date(s) and the nature of the conduct
Copies of any letters, emails, or notes from telephone calls that are relevant
What outcome you are seeking

You may also authorise a representative — such as a financial counsellor, legal adviser, or family member — to act on your behalf. Please include written confirmation of this authority with your complaint.

Making a Complaint