If you would like us to speak about your account with a nominated representative – be it a relative, friend or financial assistance professional – we do like to get your written approval.

To authorise a third party to discuss your account with us please click on the below link to download the attachment, complete the form in full, and return to us to:

Email: service@pioneercredit.com.au

Where you need to update us in relation to your financial circumstances we may ask you to complete a Statement of Financial Position.

Please click on the below link to download the attachment, complete the form in full, and return to us along with any supporting documentation to:

Email: service@pioneercredit.com.au

Pioneer Credit offers specifically tailored treatment for its customers who are experiencing a financial hardship. If you believe you are experiencing a financial hardship and have an account with Pioneer Credit, then we will work with you to find a mutually agreeable solution for repayment of that facility.

Please click on the below link to download the attachment, complete the form in full, and return to us along with all supporting documentation to:

Email: service@pioneercredit.com.au

At Pioneer Credit, we pride ourselves on dealing with our customers (and their representatives), in a professional, respectful and ethical manner. It’s a core part of who we are as a business.

However – if you are not satisfied with our approach to your account, Pioneer Credit has in place a formal Internal Dispute Resolution process to address your concerns.

Should you wish to make a complaint regarding the handling of your account, you should in the first instance speak with your Account Manager or their Team Leader. Your Account Manager will transfer your telephone call to their Team Leader at your request.

In the event that a Team Leader is unable to address your concerns adequately over the phone you may request a formal review of your complaint via our Internal Dispute Resolution process by putting your complaint in writing to us. If you wish to lodge a complaint please click on the ‘View Form’ button below and complete the online form on that page.

View Form

What to Expect

What happens when you make a complaint?

Our unwavering objective when we receive a complaint is to resolve it in a satisfactory manner internally and as quickly as possible.

Step 1: Our Compliance team will address your concerns by investigating the full circumstances surrounding the complaint. We will directly review and address the complaint and will respond to you as soon as possible. A typical turnaround time for a full investigation and response is somewhere between 21-45 days but we will respond sooner wherever possible.

Step 2: If after receiving our response, you feel your complaint requires further action, the matter will be escalated for additional assessment. Again we will respond to you with our findings as quickly as the individual circumstances of the matter allow.

What happens if you are still dissatisfied with Pioneer Credit’s Complaints Procedure?

Step 3: In the unlikely event that your complaint cannot be resolved directly with Pioneer Credit you have the option of submitting your complaint to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

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