Complaints
Handling
Internal Dispute Resolution (IDR) Process
Internal Dispute Resolution (IDR) Process
This policy provides information about our internal dispute resolution (IDR) process. Our IDR service is provided to you free of charge.
Flash Funding is a trading name of Flash Funding Group Pty Ltd ABN 17 698 240 578. Flash Funding Group Pty Ltd is an Authorised Credit Representative 578970 of Australian Credit Licence 414426, AFAS Group Pty Ltd ABN 12 134 138 686.
We believe that it is essential for us to have the ability, authority and proper training to hear and respond appropriately to any complaints or disputes raised by our customers.
How You May Lodge a Complaint
You can lodge complaints by contacting:
Mr Andrew Sunna | Director
Flash Funding
- Unit 4, 38 Victoria Street
SMITHFIELD NSW 2164 - 0452 223 827
- hello@flashfunding.loan
You may also lodge a complaint by speaking to any representative of our business who will refer you to the Complaints Officer. You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
Additional Assistance
To assist complainants who might need additional assistance to lodge a complaint, we:
- Offer multiple methods for lodging complaints, including phone, email, letter, social media, in person, or online
- Do not require complaints to be in writing
- Ensure that information provided to the public about our IDR process, including this policy, is available in a range of languages and formats (including large print and audiotape)
- Provide training to all staff (not just complaints management staff) to enable staff to be able to identify, support and assist complainants who need additional assistance, including cross-cultural training
- Allow representatives to lodge complaints on behalf of complainants, including financial counsellors, legal representatives, family members and friends
Dealing with Complaints
Our process for dealing with complaints is as follows:
Acknowledgement
We will acknowledge receipt of your complaint promptly – that is, within one business day of receiving it, or as soon as practicable.
Assessment and Investigation
We will review your complaint carefully and promptly, taking such steps and reviewing such documents as reasonably necessary.
IDR Response
We will provide an 'IDR response', which is a written communication that sets out the final outcome of your complaint through our IDR process and your right to take your complaint to AFCA if you are not satisfied with the IDR response. If we reject or partially reject your complaint, we will clearly set out the reasons for our decision.
Response Timeframes
Generally, we will provide an IDR response to you no later than 30 calendar days after receiving the complaint. However, for some specific types of credit-related complaints, the following response timeframes apply:
| Complaint Type | Timeframe |
|---|---|
| Credit-related complaints involving default notices | 21 calendar days |
| Credit-related complaints involving hardship notices or requests to postpone enforcement proceedings | 21 calendar days* |
*Exceptions apply if we do not have sufficient information to make a decision, or if we reach an agreement with you.
Early Resolution
We do not need to provide an IDR response to you if we close your complaint by the end of the fifth business day after receipt because we have:
- •Resolved the complaint to your satisfaction; or
- •Given you an explanation and/or apology we can take no further action to reasonably address your complaint.
However, we must provide a written IDR response for complaints closed by the end of the fifth business day after receipt if the complainant requests a written response, or if the complaint is about hardship.
External Dispute Resolution – AFCA
If we do not reach agreement on your complaint, you may refer your complaint to the Australian Financial Complaints Authority (AFCA).
Contact AFCA
- Phone: 1800 931 678
- Email: info@afca.org.au
- Write to: GPO Box 3, Melbourne VIC 3001
The AFCA scheme is a free service established to provide you with an independent mechanism to resolve specific complaints.
Last updated: December 2025