Complaints or queries

We are always trying to improve the customer experience and the way we conduct our business, but we know things don’t always go the way they should. Your feedback or concerns about the services you receive from us and our products can help us understand and address issues we otherwise might not know about. This may include any concerns that we may not have acted in accordance with our regulatory obligations.

You can reach out to us through the options below and we’ll do our best to resolve your concern or issue:

• by completing our Complaint and Feedback Form
• by calling us on 1300 249 649
• emailing us at disputeresolution@shift.com.au
• In writing to: Shift, Level 21, 177 Pacific Hwy, North Sydney, NSW 2060.

If you raise an issue with us, we’ll address it as quickly as possible. In nearly all cases, you can expect that your concern will be resolved within five business days. In the event that it takes us longer than five days to resolve or investigate, we’ll ensure that you’re regularly updated.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA.

AFCA provides fair and independent financial services complaint resolution that is free to consumers.