Complaints and Feedback

If your matter is less troubling, feel free to address an email to concerns@billfolda.com, or equally, if you wish to complain, please email complaints@billfolda.com and mark it to the attention of the Complaints Manager.


Billfolda is committed to providing clients with a high standard of service. We take complaints from clients very seriously and address them with appropriate care and attention. Our aim is to remedy problems quickly and to your complete satisfaction.

If you have a complaint about the financial services that Billfolda has provided to you, you should write to our Complaints Officer at the address below or call +61 2 9280 2655 or email concerns@billfolda.com.

Complaints at Billfolda
Suite 11, 330 Wattle Street

If you are unhappy about the progress of your feedback, please feel free to escalate your matter to complaints@billfolda.com .

If you are not satisfied with the resolution offered by our either Complaints Officer, you can access our external dispute resolution scheme. Billfolda is a member of the Credit and Investments Ombudsman (CIO). The CIO is a free service for complainants.

The CIO can be contacted at:

Credit & Investment Ombudsman
Toll Free: 1800 138 422
PO Box A 252
South Sydney NSW 1235

Billfolda will transition to the Australian Financial Complaints Authority (AFCA) CIO is making arrangements to transition to the new authorised operator: AFC Limited, which will then operate CIO until all outstanding complaints are finalised. Billfolda will become members of AFCA by 21 September 2018 and will also retain our existing membership of the CIO scheme until further notice.

Consumers will be able to lodge complaints with CIO up to and including 31 October 2018. AFCA then commences on 1 November 2018 and from that date complaints can be lodged with it. Complaints made to CIO schemes before 1 November 2018 and which remain unresolved at that date will be dealt with by AFCA under the Rules/Terms of Reference that applied when the complaint was originally made.

You can contact the Australian Financial Complaints Authority here;

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)1
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001