If something has gone wrong, tell us

We take complaints from clients and from people we contact about debts seriously. A complaint helps us fix a problem and improve how we work.

How to complain

Email office@infexcelrecoveries.com.au with "Complaint" in the subject line, call 03 6776 3111, or write to 420 Little Collins St, Melbourne VIC 3000. Please include your reference number if you have one and tell us what happened and what outcome you are seeking.

What we do

1. We acknowledge your complaint within two business days.
2. A person not involved in the original matter reviews it, including call recordings and account notes where they exist.
3. We aim to respond in writing within ten business days. If we need longer we will tell you why and when to expect a response.
4. If the complaint concerns collection contact, routine collection activity on the account is paused while it is reviewed.

If you are not satisfied

You may contact the Australian Competition and Consumer Commission (accc.gov.au) or the consumer affairs agency in your state or territory about debt collection conduct, the Office of the Australian Information Commissioner (oaic.gov.au) about privacy or credit reporting, or seek independent advice from a community legal centre or financial counsellor (National Debt Helpline 1800 007 007).