Complaints

What to do if you have a dispute or complaint?

We hope you are delighted with our services, but if you have a complaint please let us know so we can work towards resolving it promptly and fairly. Our contact details are:

  • Email: info@oneledger.com.au
  • Phone: (03) 9996 0145 Monday to Friday 9am to 5pm (AEST)
  • Mail: Complaints, OneLedger, PO Box 983, South Melbourne VIC 3205
  • Detail: Provide us with the details, inclusive of the Tax Agent’s name

Lodge a Complaint with TPB:
Visit www.tpb.gov.au and follow the “Making a Complaint” instructions.

As a registered tax and accounting firm in Australia, we uphold high standards of professionalism and compliance. We encourage transparency and offer the following resources for verifying our credentials or raising concerns.

Verify Our Tax Agent Registration No. 24706626

You can confirm our registration on the Tax Practitioners Board (TPB) website:

Visit www.tpb.gov.au.
Go to “Search the Register.”
Enter our practice or agent’s name to view registration details.

We are committed to addressing your concerns promptly.

Finance Complaints:

You can make a complaint verbally or in writing by contacting your broker directly above or by using any of the following:

  • Email: resolutions@loanmarketgroup.com
  • Phone: 1800 763 486 (toll free) Monday to Friday 9am to 5pm (AEST)
  • Mail: Complaints Officer, Loan Market, GPO Box 5200, Sydney NSW 2001

External Dispute Resolution Scheme

If we do not reach an agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is the Australian Financial Complaints Authority(AFCA).

You can contact AFCA using any of the following:

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You may refer the matter to AFCA at any time, but if our internal process is still in progress, they may request that our internal processes be completed before considering the matter further.

You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.