Complaints

If you have any complaint about a loan transaction or our services, it is most important you contact your YFA representative immediately so we can resolve your concerns. 

You have 2 methods of dispute resolution processes being the Internal and the External Dispute Resolution process.  

YFA’s Internal Dispute Resolution 

If your complaint is not resolved with your Credit Representative then we request you to inform the Managing Director of YFA, details below. 

YFA will keep you informed of the progress and aim to respond to your complaint within 10 business days. If the matter is not resolved by that time, YFA will keep you advised at regular intervals of our progress. In most cases we take less than 45 days to complete our investigation.  

If we don’t, we will. 

• Inform you of the reasons for the delay. 

• Provide monthly updates on the progress. 

• Specify a date when a decision can reasonably be expected. 

When our investigation is complete, we will advise you of the outcome and reasons for our decision. 

Our contact details are: 

Contact: The Managing Director(s) 

Post:       PO Box 1024, East Victoria Park WA 6981 

Email:     info@yfa.net.au 

YFA’s External Dispute Resolution 

If you are not satisfied with our Internal Dispute resolution, you may refer it to the Australian Financial Complaints Authority (AFCA) which is a completely independent and impartial body to resolve disputes about provision of financial services. This service is free of charge to you.  

Please try to resolve your dispute directly with us before contacting AFCA. The YFA AFCA Membership number is 33128. 

AFCA’s contact details are: 

Post: GPO Box 3, Melbourne VIC 3001 

Call: 1800 931 678 (free call) 

Fax:  03 9613 6399 

Email: info@afca.org.au 

Website: afca.org.au