How to Make a Complaint

Contact Information

Email: complaints@vield.io

Mail: Level 2, Suite 202, 165-167 Phillip Street, Sydney NSW 2000, Australia

What to Include

  • Your details: Name, email, phone number
  • Account information: Account number or registered email
  • Description: What happened, when, and why you're dissatisfied
  • Evidence: Screenshots, emails, transaction records (if applicable)
  • Desired outcome: What resolution you're seeking

Vield's Complaints Process

Step 1: Acknowledgment

  • Timeframe: Within 5 business days
  • What you'll receive: Email confirmation with unique complaint reference number

Step 2: Investigation

Vield will:

  • Review your complaint thoroughly
  • Gather relevant information
  • May request additional details from you
  • Investigate with relevant internal teams

Step 3: Resolution

  • Timeframe: Within 28 business days (where possible)
  • Response includes: Investigation outcome, decision and reasoning, proposed resolution, next steps if unsatisfied

Complex Complaints

If resolution takes longer than 28 business days, Vield will:

  • Notify you of the delay
  • Provide updated timeframe
  • Keep you informed of progress

If You're Not Satisfied

Internal Review

Request a review by senior staff. Email complaints@vield.io with your complaint reference number.

External Dispute Resolution

If still unsatisfied after Vield's internal process, escalate to the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority (AFCA)

What is AFCA?

AFCA is an independent dispute resolution service for consumers and small businesses. It's free, fair, and independent.

When to Contact AFCA

  • You've completed Vield's complaints process
  • You're unsatisfied with Vield's resolution
  • More than 28 business days have passed without resolution

AFCA Contact Details

Website: www.afca.org.au

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

Online: Submit complaints via the AFCA website

What AFCA Can Do

  • Review your complaint independently
  • Investigate the matter
  • Make binding determinations on Vield (up to certain limits)
  • Award compensation if appropriate
  • Require corrective action

Alternative Dispute Resolution

Mediation

A neutral third party facilitates discussion to help both parties reach agreement. Non-binding unless agreement is reached.

Arbitration

A neutral arbitrator hears both sides and makes a binding decision. May be used as specified in Terms & Conditions.

Location

Alternative dispute resolution is held in New South Wales, Australia, or another mutually agreed location.

Types of Complaints

Service Issues

  • Processing delays
  • Poor customer service
  • Technical app/website problems
  • Communication issues

Account Issues

  • Account restrictions or suspensions
  • KYC verification problems
  • Login or access issues

Loan Issues

  • Application rejections
  • Interest or fee disputes
  • Repayment processing problems
  • LVR calculation disputes
  • Default or enforcement concerns

Collateral Issues

  • Deposit or withdrawal problems
  • Valuation disputes
  • Security concerns

Privacy Issues

  • Data handling concerns
  • Information sharing disputes
  • Access to personal data

Tips for Effective Complaints

  • Be clear and specific: Provide detailed information
  • Include evidence: Supporting documents strengthen your case
  • State desired outcome: Explain what would resolve the issue
  • Remain professional: Respectful communication is more effective
  • Keep records: Save all correspondence and reference numbers
  • Follow up: If you haven't heard within expected timeframes
  • Be responsive: Reply promptly to requests for information

Before Court Proceedings

Before commencing legal proceedings, both parties must first meet (via telephone, video conference, or similar) to attempt resolution in good faith. This doesn't apply if:

  • Urgent injunctive relief is required
  • The dispute concerns compliance with this requirement

Your Rights

  • Fair hearing: Vield will consider your complaint fairly
  • Timely response: Within stated timeframes
  • Explanation: Written response with reasoning
  • External review: Escalation to AFCA if unsatisfied
  • No retaliation: Complaints won't negatively affect your account

Providing Feedback

Even if not making a formal complaint, you can share suggestions or concerns:

  • Email: support@vield.io
  • Phone: (02) 9157 9669

Your feedback helps Vield improve services.