Complaints information

At PRA Australia, we aim to provide a high standard of service and deliver a positive experience to all customers, in alignment with our PRA employees shared values. We recognise though, that on some occasion’s things may go wrong. In the event that you feel we have made a mistake, or we could have done something better, we will do our best to reach an appropriate resolution with you.

How you can provide feedback:
If you are unhappy with your experience with PRA Australia, we suggest you let us know as soon as possible via the below channels.

Speak with our Customer Resolutions Team on 1800 979 669 Mon – Fri 9am – 5pm (AEST)
Email: customer.resolutions@pragroup.com.au
Webchat on www.pragroup.com.au

Or write to us at:
PRA Australia
Customer Resolutions Team
GPO Box 1624
Brisbane, QLD 4001

If you have any supporting documentation or a specific requested outcome, please have this handy as this may assist us in responding to your concerns.

Our complaints process
In the first instance, we will attempt to resolve your problem right away. If this is not possible, we will acknowledge your complaint within one business day.

We will do our best to resolve your complaint within 5 working days, however, if your complaint is particularly complex or we need to investigate with other areas of PRA Group we may need more time. The maximum time we will take to provide a response in resolving your complaint is 30 calendar days. In these cases, we will keep you informed of our progress.

So that we can let you know the progress of your or feedback, please confirm your mobile and email address when you communicate with us.

Still unhappy with our response?
We want to do everything we can to resolve any problem that you may have. However, if your concerns haven’t been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)

In writing to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

AFCA is an external disputes resolution scheme to deal with complaints from consumers in the financial system. AFCA provides an independent financial services complaint resolution that’s free to consumers.

This Complaints Information was last updated 27th July 2021