Complaints

Last updated: 6 July 2026

Our Commitment

We want you to be happy with our service. If something has not gone the way you expected, we want to hear about it. Every complaint is a chance for us to put things right and to improve how we work. We take all complaints seriously, we handle them fairly, and it will never cost you anything to complain.

What Is a Complaint

A complaint is any time you tell us you are unhappy with our services, our staff, or the way we have handled something, and you expect us to respond or put it right. You do not need to use the word "complaint" for us to treat it as one.

How to Make a Complaint

You can contact us in whatever way is easiest for you:

Email: support@perfectscore.com.au
Phone: 0485 980 275
Mail: Perfect Score Pty Ltd, 2/33 Ereton Drive, Arundel QLD 4214

If you need help putting your complaint together, or you would like someone to lodge it on your behalf, just let us know and we will help.

What to Include

To help us look into your complaint quickly, please tell us:

Your name and contact details
What happened, and when
What you would like us to do to put it right
Any documents or reference numbers that might help

How We Handle Your Complaint

When you raise a complaint with us, we will:

Acknowledge it promptly, usually within one business day.
Look into it properly and fairly, and talk to you if we need more information.
Give you a clear written response that explains our decision and the reasons for it.

If we can sort it out to your satisfaction within seven business days, we may not send a formal written response, unless you ask us for one or your complaint is about financial hardship.

Our Timeframes

We will give you our final response in writing:

Within 21 calendar days for complaints that involve financial hardship, or a request to postpone enforcement action.
Within 30 calendar days for all other complaints.

If we need more time, for example because your complaint is complex, we will let you know in writing before the deadline. We will explain why, and we will tell you about your right to take the matter to the Australian Financial Complaints Authority (AFCA).

If You Are Not Satisfied

If we cannot resolve your complaint, or you are not happy with our response, or we do not respond within the timeframes above, you can take your complaint to AFCA. AFCA provides a free and independent dispute resolution service for consumers.

Australian Financial Complaints Authority (AFCA) Website: afca.org.au Email: info@afca.org.au Phone: 1800 931 678 Mail: GPO Box 3, Melbourne VIC 3001

Our AFCA membership number is 110806. AFCA can consider your complaint once you have given us the chance to resolve it first, or once the relevant timeframe has passed.

Privacy Complaints

If your complaint is about how we have handled your personal information, we will deal with it under our Privacy Policy. If you are not satisfied with our response, you can escalate a privacy complaint to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

How We Learn From Complaints

We keep a record of every complaint and how it was resolved. We review complaints regularly to spot patterns and improve our service, so the same problem does not happen again for someone else. We will always treat you with respect, and raising a complaint will never affect the standard of service you receive from us.

Contact Us

Perfect Score Pty Ltd ACN 615 704 633
Australian Credit Licence 562270
AFCA Member 110806
2/33 Ereton Drive, Arundel QLD 4214
Email: support@perfectscore.com.au
Phone: 0485 980 275

Complaints & Dispute Resolution