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. If you feel we have made a mistake, or we could have done something better, we will review our conduct and do our best to reach an appropriate resolution with you. 

How you can provide feedback:  
If you are unhappy with your experience with us, please let us know as soon as possible via the below channels.  Contact our Customer Resolutions Team via email customer.resolutions@pragroup.com.au, Webchat www.pragroup.com.au or call us on 1800 979 669 Mon – Fri 9am – 7pm (AEST) 

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 complaint 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 the company, 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.  

Authorised Representative  
We understand that you may feel more comfortable appointing a representative to lodge a complaint on your behalf.  

Below are examples of authorised representatives commonly used by our customers: 

• a family member, relative or friend  
• financial counsellor  
• community-based or private practice solicitor  
• financial adviser  

• Power of Attorney   
• Executor or Guardian  
• paid representatives. 

If you wish to appoint a representative to discuss your matter/s with PRA Australia, you can do this by providing verbal authority over the phone or in writing by completing the Authorised Representative form below returning it using the contact information above.  Authorised Representative Form 

Still unhappy with our response?  

We want to do everything we can to resolve your complaint 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.