| Company: | Smart Names Pty. Ltd. |
| ACN: | 604 337 902 |
| Credit Licence: | 570687 |
| Date Updated: | August 2026 |
Smart Names Pty. Ltd. ("Smart Names, we or us") is committed to effective and efficient complaints management and to fair and transparent dealings in the financial marketplace.
A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
We take your feedback seriously and will work proactively to investigate and resolve your complaint. If you have a complaint, please contact us by any of the following methods:
If your complaint is about hardship or the postponement of enforcement proceedings, please contact us by:
Any material relating to Smart Names' Internal Dispute Resolution ("IDR") process will be provided to you free of charge.
We will collect certain information from you, including:
We will acknowledge your complaint, generally within one (1) business day, and give you the contact details of the person responsible for dealing with your complaint.
The person responsible for dealing with your complaint will commence their investigation and may require further details from you. Upon completion of their investigation, the person responsible for dealing with your complaint will contact you with an IDR response. This will provide you with information about:
Except where your complaint involves hardship, an IDR response is not required to be provided to you when a complaint is resolved by the end of the fifth (5th) business day of receipt of the complaint, where we have:
A written response will be provided if:
We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot. We will keep you informed in relation to your dispute and will provide you with an IDR response within the following timeframes:
| Type of Complaint | Maximum Timeframe to provide IDR Response |
|---|---|
| Complaints involving default notices | No later than twenty-one (21) calendar days after receiving the complaint. |
| Complaints involving applications for hardship notices or a request for postponement of enforcements proceedings made. | No later than twenty-one (21) calendar days after receiving the complaint. Exceptions apply where we do not have sufficient information to make a decision or if an agreement is reached with you. |
| All other complaints | No later than thirty (30) calendar days after receiving the complaint. |
If your complaint is not resolved to your satisfaction through our IDR process, you have the right to refer your complaint to AFCA. AFCA is an independent and external dispute resolution scheme, of which Smart Names is a member.
You can lodge your complaint with AFCA by sending the relevant information and documents to:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Email: [email protected]
Website: https://www.afca.org.au/
We take our commitment to provide accessible services to customers seriously.
If you are deaf or have a hearing or speech impairment, you can contact us on the National Relay Service, a government initiative that offers an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. It's available at no additional charge:
If you require this Policy is another language, please contact us at the details below.
If you have any questions or would like further information about our complaints handling process, please contact us by: