MAZDA FINANCE

How you can raise a complaint with us

Step 1. Let us know
Please contact our Customer Resolution Team:
Phone: 138 500 between Monday and Friday from 8:30am to 5pm AEST
Email: finance@mazdafinance.com.au

Step 2. Escalation to our Internal Dispute Resolution team
If we are unable to resolve your complaint at first call or contact, we will escalate the matter to our Internal Dispute Resolution (IDR) team.

In accordance with this complaints policy, our IDR team will:
• Conduct a more detailed investigation into your complaint
• Keep you informed of the resolution process
• Answer any of your questions
• Aim to resolve the complaint promptly, and consistently
• Provide a written response (via email or mail) if requested or required by law, explaining our final decisions, reasons, and outcomes of your complaint.

Our IDR team can be contacted by:
Phone: 1300 071 555 between Monday and Friday from 8:30am to 5pm AEST
Email: financecomplaints@mazdafinance.com.au

Mail: IDR Manager
Mazda Finance
PO Box 9215
Scoresby, Vic 3179

Step 3. Seek an external review
If you are unhappy with our response after taking Steps 1 and 2, you may lodge a dispute with the Australian Financial Complaints Authority (AFCA). AFCA is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service.

The Australian Financial Complaints Authority can be contacted by:
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Email: info@afca.org.au
Web: www.afca.org.au.