Complaints
We take complaints seriously and treat them as a learning signal. This page explains how to lodge one, what happens next, and what to do if our response doesn’t satisfy you.
1. Step one — tell us
Most complaints are resolved quickly when raised directly with us. Email hello@ratesniffers.com.au and include:
- What happened — a clear description of the issue.
- When it happened — date, and the page or feature you were using.
- What outcome you’re looking for.
- Your contact details so we can respond.
We acknowledge complaints within 2 business days and aim to provide a final response within 30 days. Some matters take longer; if so, we’ll keep you updated.
2. Privacy complaints
If your complaint is about how we’ve handled your personal information, email hello@ratesniffers.com.au (also covered in our Privacy Policy).
If you’re not satisfied with our response, you can escalate to the Office of the Australian Information Commissioner (OAIC):
- Web: oaic.gov.au
- Phone: 1300 363 992
3. Credit-assistance complaints
If your complaint relates to credit assistance you received from a broker after submitting an enquiry through this site — for example, the loan recommendation, the application process, or the conduct of the broker — please raise it directly with the broker first. The broker will provide their internal-disputes-resolution process and timelines on first contact.
If you’re not satisfied with the broker’s response, or they don’t respond within their stated timeframe, you can escalate to the Australian Financial Complaints Authority (AFCA), the free external dispute resolution scheme for financial services in Australia:
- Web: afca.org.au
- Phone: 1800 931 678
- Mail: GPO Box 3, Melbourne VIC 3001
AFCA membership and member numbers are disclosed by the broker in their Credit Guide, which is provided to you before any credit assistance is given.
4. Site or content complaints
Found a factual error in a guide, a broken calculator, a stale rate that should have refreshed, or content you think we should correct? Email hello@ratesniffers.com.au. Editorial corrections are usually handled within 5 business days.
5. Anonymous complaints
You can lodge a complaint anonymously, but we won’t be able to investigate specific account or enquiry-level matters without contact details. We can still log and review systemic issues raised anonymously.
6. Recording and improvement
Every complaint we receive is logged, reviewed, and analysed for patterns. Where a complaint reveals a systemic problem — wrong rate data, broken flow, unclear copy — we fix the underlying issue, not just the individual case.