What the rules say
Most retail finance complaints must receive a written response within 30 calendar days. Hardship and standard credit complaints have shorter clocks (21 days for hardship, 45 days for super-related complaints in some scenarios). The clock starts when you raise the issue.
What to do when the clock runs out
- Save proof of when you first raised the complaint
- Send a short follow-up that says the IDR period has expired and you intend to escalate
- Consider lodging with AFCA — IDR delay alone is often enough to open a case
Take action
Fairgo can draft a tight follow-up that points to the missed timeline and asks for a clear written response. [Draft a follow-up letter](/resolve/voice?category=complaints) or [create a Fairgo account](/signup/consumer?next=%2Fdashboard) to track responses.