Complaint form
We value any feedback to help us continue being the best we can be.
Frequently asked questions
Our team will carefully reveiw your concerns and respond in writing within 21 to 30 days. We take any complaints very seriously and will work quickly to come up with a resolution that works for everyone.
If you're not satisfied with the response provided, we encourage you to contact us so we can discuss the matter further.
In the unlikely event that our team can’t resolve your complaint directly, you have the option of taking your complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority. You can contact them using the details below.
Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678
Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
For NZ customers, the independent external dispute resolution scheme is Financial Services Complaints Ltd. You can contact them for free using the details below.
Online: https://fscl.org.nz
Telephone: 0800 347 257
+64 4 472 3725 (international)
Mail:
PO Box 5967
Wellington 6140
Need to contact us directly?
Please reach out to us using one of the methods below:
Email: compliance@pioneercredit.com.au
Phone: 1300 720 823
Mail:
PO Box 5673
Perth WA 6831
If you need to make a complaint
At Pioneer, we like to keep things real. Though we’re committed to providing the highest quality service, we understand there may be times when we fall short. If we do, please let us know.
If you’d like to make a complaint, our team is here to listen. Call 1300 720 823 to speak to a Pioneer Team Leader, who will talk things through with you, and help you reach a resolution.
After this step, if you’re not satisfied with the outcome, you can request a formal review of your complaint in writing through our internal dispute resolution process. You can also lodge a written complaint directly via the form below. We will aim to provide a formal response in 21 to 30 days.