Dispute Resolution Process

Let's work together

If there’s something about our products or services you aren’t happy with, let’s work together to see if we can resolve it quickly and easily using the following process:

Let us know

Email us at financecomplaints@powertorquefinance.com.au or call a Customer Solutions Representative on 137 200 8:30am – 7:00pm (EST) Monday to Friday. All matters are dealt with seriously and are treated in total confidence. We will aim to resolve your complaint to your satisfaction as soon as possible.


Escalation to our Internal Dispute Resolution team

If we are unable to resolve your complaint within five business days, then the matter will be escalated to our Internal Dispute Resolution (IDR) team.

The IDR team will:

  • Conduct a more detailed investigation into your complaint
  • Keep you informed of the resolution process
  • Answer any of your questions
  • Aim to resolve the complaint promptly, and consistently.

The IDR team can be contacted at any time as follows:

Seek an external review

If you aren't satisfied with the outcome of your complaint after taking Steps 1 and 2, you may lodge a dispute with the Australian Financial Complaints Authority (AFCA). AFCA is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service.

The Australian Financial Complaints Authority can be contacted by:

  • Phone: 1800 931 678
  • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
  • Email: info@afca.org.au
  • Web: afca.org.au

For more information please refer to our Customer Complaints Policy


PowerTorque Finance is a division of Toyota Finance Australia Limited ABN 48 002 435 181, Australian Credit Licence 392536.