Complaints against our members

Members of the Credit Services Association (CSA) agree to adhere to the CSA Code of Practice, which sets out our expectations of member interactions with their customers, clients and members of the public while carrying out their debt collection, debt purchase and allied services activities.

Where a customer, client, or member of the public has a concern about a member firm, CSA can investigate a complaint where there appears to be a breach of the CSA Code of Practice.

Using AI to prepare documents or complete our complaint form

Used well, AI can be a powerful enabler. It can help people organise their thoughts, improve clarity or overcome language and literacy barriers. For some vulnerable consumers and people with neurodevelopmental issues, it can make a significant difference by helping them to access the service and express complex experiences more confidently and clearly.

When AI is used well and submissions are clear, accurate and well structured, it can be incredibly beneficial in supporting us to get to the heart of the matter more quickly, helping us deliver fair outcomes efficiently.

However, in some cases AI is restricting our ability to progress cases as quickly and informally as  complainants and CSA members might expect. That is because, if used excessively or without checking the output from AI for accuracy, it can lead to:

  • needlessly long or unfocused submissions

  • incoherent narratives that obscure rather than clarify

  • 'hallucinations' which include fabricated laws, misquoted regulations or invented past decisions

  • erroneous service complaints, that can clog up the service and ultimately mean slower response times for other complainants.

While AI can be helpful when used effectively, if AI is used excessively or perhaps without you as the complainant fully understanding what is generated, it can slow down the progress of a complaint, as significant time is often needed to verify the accuracy of the content, something that ultimately delays outcomes for everyone.

We politely ask that you are mindful of the use of AI when submitting a complaint to a CSA member and also through our service, and we reserve the right to request additional information from you if we are unable to fully understand the concerns you are trying to raise.
Our complaint process follows 5 steps.

Step 1: Complain to the member firm following their own complaint process

If something goes wrong with your interaction with a CSA member, you should first:

  • contact the CSA member firm

  • make them aware of what’s happened or what the problem is

  • let them know how you would like them to put things right

The CSA member should have the chance to sort things out.

Most complaints can be resolved directly with the CSA member.

Step 2: Wait while the CSA member investigates your complaint

CSA members have their own internal complaint procedures to follow however we expect members to ensure they maintain an effective complaint and dispute handling procedure, and that they do not operate any unreasonable barriers for customers to submit a complaint or dispute.

If you’re in a vulnerable position or you need reasonable adjustments, let the CSA member know as quickly as possible. Depending on the circumstances, they may be able to look at your complaint more quickly.

Once the CSA member has finished looking into your complaint and reached a decision, they will send you a final response letter. The final response will include:

  • details of the outcome of your complaint.

  • what steps, if any, they plan to take to remedy your complaint.

  • how to take your complaint further if you remain unhappy.

You should read this carefully and keep it. We will ask to see it if you contact us about your complaint. You will need to make a complaint to us within 6 months from the date on your final response.

Step 3: Bring your complaint to us

If you’re not happy with the response from the CSA member, or you don't hear from them within the time limits, you can bring your complaint to us. You can ask us to investigate if:

  • you’ve had a final response and you’re not happy with the outcome, or

  • the business has had the time it needs, and you have not had a reply

Our service is free and easy to use. You don’t need to pay anyone to represent you, for example, a lawyer or claims management company (CMC). If you want to, you can ask a family member, friend or someone else to help you with your complaint.

You will need to complete our CSA Complaint Form, which is in editable PDF format. You will need to answer a few questions about yourself including your name and address, and the account number if you know it. We will need to know the name of the CSA member you wish to complain about and some information about what’s happened and what you expect the CSA member to do to put it right. We also need you to sign the form (e-signature is fine) as this gives us your authority to contact the CSA member about your complaint should we need to.

It is important that you send us a copy of the final response letter you should have already received from the CSA member.
Remember, using AI to prepare documents or complete our complaint form can be helpful, but it is important that your complaint is clear, accurate and well-structured to enable us to deliver fair outcomes efficiently.

Download the CSA complaint form

Step 4: What you can expect from us

Once we receive your signed Complaint Form and a copy of the final response letter sent to you by the CSA member after their own investigation (and also send us copies of any other supporting information you shared with the CSA member when you raised your complaint with them), our Compliance Manager will check we have the information we need to get started. If we think we need more, we will contact you.

We’ll acknowledge your complaint by email (or by letter if you would prefer) and give you a complaint reference number. Use this when you contact us so we can find your case quickly. 

Step 5: If you are unhappy with our response

If you disagree with our response you can escalate your concerns to our Head of Membership & Compliance.  They will review all of the information in the complaint file and consider whether the decision of the Compliance Manager is right, or, consider whether the member could have done more.