We value your feedback
At Wisr we strive to deliver fair, transparent, and responsible financial services. However, we recognise that from time to time, our customers may experience issues or feel dissatisfied. We encourage you to raise your complaints - it gives us an opportunity to listen, improve, and make things right.
How you can make a complaint
You can lodge a complaint using one of the following methods:
Email: contact@wisr.com.au
Phone: 1800 340 008 free call
Online: https://wisr.com.au/contact-us
Mail: Wisr Dispute Resolution Officer, Level 9, 333 Kent Street, Sydney NSW 2000
If you'd prefer someone else to speak on your behalf such as a legal representative or financial counsellor, please let us know in writing so we can work directly with them.
Our complaint process
Once we receive your complaint:
We’ll confirm we’ve received your complaint, usually within one business day.
We’ll carefully review the issue and get in touch if we need more details.
Our goal is to provide a full response within:
30 calendar days for most matters, or
21 calendar days if your complaint is credit-related involving default notices, or financial hardship notice, or a request for postponement of enforcement proceedings.
If we are unable to meet these timeframes, we will explain why and provide an update on expected resolution timeframes. You will also be advised of your right to take the matter further if you're not satisfied.
If you need additional support
We understand that some customers may need extra assistance when dealing with us. If you're facing challenges due to illness, language, disability, financial difficulty, or personal circumstances, please tell us. We can adjust our communication to suit your needs.
Our priority is to ensure everyone can access our complaints process fairly.
If we cannot resolve your complaint
If you are not satisfied with how we have handled your complaint or the outcome we have provided, you have the right to take the matter to the Australian Financial Complaints Authority AFCA, which offers a free, independent dispute resolution service.
AFCA Contact Information
Website: www.afca.org.au
Phone: 1800 931 678 free call
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Your privacy
We take your privacy seriously. All information provided as part of your complaint will be handled in accordance with our Privacy Policy, available at https://wisr.com.au/privacy-policy.