Legal

Complaints

How to raise a concern, and what happens next.

Last updated: Procedure in development

This procedure is being finalised. What is below is accurate and you can act on it, but the formal wording, timeframes and escalation path are still being confirmed by MyMoneyMedic. If you need something that is not here yet, contact the care team and ask - we will tell you where things stand rather than leave you guessing.

How to make a complaint

If something we have done has gone wrong, or you are unhappy with how you have been treated, tell us. You do not need to use a particular form of words, and you do not need to call it a complaint for us to treat it as one.

You can reach the care team directly:

What to include

Only what you are comfortable sharing. It helps us if you can tell us what happened, roughly when, and what you would like us to do about it. If your complaint concerns an email or a conversation, the date is usually enough for us to find it.

Do not send bank logins, full account numbers or identity documents. We will never ask for them, and we do not need them to look into a complaint.

What happens next

Your complaint goes to the MyMoneyMedic care team, who will acknowledge it and tell you who is handling it. We will explain what we find and what, if anything, we intend to do.

Timeframes

Being finalised. Our formal complaint-handling timeframes are not published yet. In the meantime we aim to acknowledge every complaint within one business day, and we will tell you how long we expect the rest to take when we acknowledge yours.

If you are not satisfied

Being finalised. The external dispute resolution scheme that covers this service is being confirmed, and we will not name one here until it is - pointing you at the wrong body would waste your time. If you have reached this point and want to escalate now, email careteam@mymoneymedic.ai and ask for the current escalation path; we will tell you what it is.

If you need help now

A complaint is not the fastest route to support. If money pressure is affecting you today, the Care Portal lists free Australian services you can contact directly, at any hour. If you are in immediate danger, call 000.