Complaints Handling Policy

Merion takes every concern about our conduct seriously. A complaint is an opportunity to put something right and to improve how we work. You will never be treated differently for making one.

How to make a complaint

You can raise a complaint in whichever way suits you:

• using our online complaint form;
• by email to contact@merion.com.au;
• by phone during office hours.

If you have a reference number from a letter, including it helps us find your account quickly — but it is not essential to make a complaint.

What helps us help you

Where you can, please tell us what happened, when it happened, who was involved if you know, and what outcome you are seeking. The more detail we have, the more effectively we can review the matter.

How we respond

We will acknowledge your complaint promptly — normally within one business day — and give you a point of contact. We aim to resolve most complaints within a small number of business days; where a matter is complex and needs longer, we will tell you and keep you updated. When we reach an outcome we will explain it, and our reasons, in writing.

If you are not satisfied

If you are unhappy with our response, you can ask for it to be reviewed internally by a senior member of our team. If you remain dissatisfied, free, independent external options may be available to you, including:

• the Australian Financial Complaints Authority (AFCA) for debts connected to a financial product or service — afca.org.au;
• the Office of the Australian Information Commissioner (OAIC) for privacy concerns — oaic.gov.au;
• the ACCC or your state or territory consumer protection agency for conduct concerns.

Recovery while a complaint is reviewed

Where a complaint raises a genuine question about whether an amount is owed, we will generally pause recovery activity on that account while we look into it.