Smart Buyer Hub
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Legal

Complaints Policy

We take concerns seriously and aim to resolve them quickly and fairly.

Last updated: June 2026

Smart Buyer Hub is committed to handling complaints fairly, promptly and free of charge. If something hasn't met your expectations, we want to hear about it so we can put it right.

1. How to make a complaint

You can contact us in any of the following ways:

To help us resolve your complaint quickly, please include your name and contact details, what happened, and how you would like it resolved.

2. How we handle your complaint

  • We will acknowledge your complaint promptly, usually within 1–2 business days.
  • We will look into it fairly and may contact you for more information.
  • We aim to resolve complaints as quickly as possible, and will keep you informed of progress and the outcome, with reasons for our decision.

3. If you are not satisfied

If you are not satisfied with how we have handled your complaint, you may be able to escalate it to an external body, depending on the nature of your concern:

  • Privacy concerns: the Office of the Australian Information Commissioner (OAIC) — oaic.gov.au.
  • Credit or financial-service concerns: where a licensed credit provider or credit assistance provider is involved, the Australian Financial Complaints Authority (AFCA) provides free, independent dispute resolution — afca.org.au, 1800 931 678.
Smart Buyer Hub currently operates in a referral capacity and does not provide credit assistance or credit advice. Once our credit licensing is finalised, this policy will be updated with our credit representative number and our membership details for the relevant external dispute resolution scheme.

4. Contact us

Smart Buyer Hub
Email: ryan@smartbuyerhub.com.au
Phone: 0415 353 927
Service area: Greater Sydney & Australia-wide