Something not right? Tell us.

We want to hear about it if you’re unhappy with how we’ve dealt with you, whether you’re a client or someone we’ve contacted.

How to complain

1. Contact us. Email mark@victoriancountrymercantile.com.au, call 0493 795 851, or write to PO Box 454, Huntly VIC 3551. Tell us what happened and what you’d like done.
2. Acknowledgement. We’ll confirm we’ve received your complaint within 2 business days.
3. Review. We’ll look at our records, including notes, times and photos, and talk to the instructing client if needed.
4. Response. You’ll get a written answer within 21 days. If it will take longer, we’ll tell you why.

If the debt or the account is the problem

Questions about the amount owed, a credit contract, hardship, or the decision to repossess are usually for the creditor or credit provider who instructed us. We’ll give you their contact details. Most lenders belong to the Australian Financial Complaints Authority (AFCA), a free, independent service: www.afca.org.au, 1800 931 678.

Other places you can go

• Consumer Affairs Victoria: www.consumer.vic.gov.au, 1300 55 81 81
• NSW Fair Trading: www.fairtrading.nsw.gov.au, 13 32 20
• Office of the Australian Information Commissioner (privacy): www.oaic.gov.au, 1300 363 992
• ACCC: www.accc.gov.au
• Free financial counselling: National Debt Helpline, 1800 007 007, ndh.org.au