Complaints & Dispute Resolution

If something isn’t right

Thrivest Pty Ltd aims to provide clear, respectful and responsive service at all times.

If you are dissatisfied with our products, services, staff, or the way we have handled a matter, please let us know. We take complaints seriously and seek to resolve them fairly, promptly and at no cost to you.

We have an Internal Dispute Resolution (IDR) process in place.

How to make a complaint

You can lodge a complaint with us by phone or in writing using the details below:

Email: disputeresolution@thrivest.com.au
Phone: 040 299 1313

You may also contact us through any other usual communication channel.

What to include

To help us resolve your complaint quickly, please provide if available:

  • your full name

  • your contact details

  • loan reference number (if applicable)

  • a description of your concern

  • how you would like the matter resolved

What happens next

Once we receive your complaint:

  • we will acknowledge receipt promptly (usually within 1 business day)

  • we will review and investigate the matter

  • we may contact you for further information

  • we will work to resolve your complaint as quickly as possible

Where required, we will provide a written response within the timeframes required by law.

If there is a delay, we will let you know the reason and expected timeframe.

If you are not satisfied

If you are not satisfied with our response, or we do not resolve your complaint within the required timeframe, you may contact:

Australian Financial Complaints Authority

AFCA provides free and independent external dispute resolution for eligible complaints.

Phone: 1800 931 678
Website:www.afca.org.au
Email: info@afca.org.au

Privacy Complaints

If your complaint relates to how we handle your personal information, you may also contact:

Office of the Australian Information Commissioner

Website: www.oaic.gov.au

Cost

There is no charge to make a complaint or use our internal dispute resolution process.

Financial Hardship Assistance

If you are experiencing financial difficulty and may be unable to meet your repayments, please contact Thrivest Pty Ltd as soon as possible.

We understand circumstances can change and we will consider requests for assistance fairly and respectfully.

Depending on your circumstances, assistance may include:

  • temporary reduced repayments

  • payment date changes

  • short-term repayment pause

  • loan term adjustments

  • other reasonable arrangements

Contact Us

Email: hardship@thrivest.com.au
Phone: 0480 243 275

Please include:

  • your full name

  • loan reference (if applicable)

  • brief explanation of your circumstances

  • the assistance you are seeking

We may request supporting information to assess your request.

We will respond within applicable legal timeframes.

If you are not satisfied, you may use our complaints process or contact Australian Financial Complaints Authority.