The Koala Loans team welcomes feedback, including when something has gone wrong. Email team@swiftloans.com.au, or write to us at PO Box 87, Hawthorn VIC 3122, and tell us what happened in your own words. Include dates, names or any reference number that will help us look into it. We will acknowledge your message and aim to resolve a complaint within five business days where we can. We will give you our final response within 30 days of receiving your complaint. If we need longer, we will write to tell you why.
From time to time we make mistakes. We have a written dispute-resolution process as part of our Australian Credit Licence, and we will work through it with you rather than leaving you to chase us.
If you want to apply for a loan, please use the online application rather than this complaints path.
If you are still not satisfied
If you have been through our process and the matter remains unresolved, you can take it to the Australian Financial Complaints Authority (AFCA), a free and independent external dispute-resolution scheme. Phone 1800 931 678 (free call). Email info@afca.org.au. Website www.afca.org.au. Post: GPO Box 3, Melbourne VIC 3001. Our AFCA membership number is 44511.
This page was last reviewed on 13 November 2026.