IMPORTANT INFORMATION
Complaints and Hardship Support
Credit provider: Needy Loans Pty Ltd · Australian Credit Licence 558796
Make a complaint
Email hello@needyloans.com.au with your name, contact details, what happened, relevant dates and documents, and the outcome you seek. There is no fee to complain. The lender generally acknowledges a complaint within one business day.
Response timeframes
The lender’s policy describes a 21 calendar day timeframe for default notice complaints and most hardship or enforcement postponement matters, subject to applicable exceptions. Other complaints generally have a 30 calendar day timeframe. If an issue is resolved to your satisfaction within five business days, a written response may not be required unless you ask or it concerns hardship.
Hardship assistance
If you cannot meet repayments, email the lender with “Hardship” in the subject and explain what has changed and what assistance you need. Contacting the lender early gives it an opportunity to consider a suitable arrangement. You can also seek free financial counselling at 1800 007 007.
Independent review
If dissatisfied with the lender’s answer, or if the applicable response period has passed, you can contact the Australian Financial Complaints Authority. AFCA is free for consumers: afca.org.au, 1800 931 678, info@afca.org.au, GPO Box 3, Melbourne VIC 3001.
Accessibility and privacy
Tell the lender if you need language or other communication support, or if there are safety or vulnerability concerns. It should handle complaint information in accordance with its Privacy Policy.
These pages explain the published information in the Visa Money context. The credit provider’s application disclosures and your individual loan contract set out the terms applicable to an offer. For questions, contact hello@needyloans.com.au.
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