Tell us straight
Complaints
If something hasn't gone the way it should, we want to know. Here's exactly how to raise it and what happens next.
This page is a draft prepared ahead of formal legal review, describing our current intended process. It hasn't yet been signed off by our legal or compliance team, and our AFCA membership details will be added here once issued.
Step one, get in touch
Email admin@whynotownit.com.au and tell us what happened, what you'd like to see happen, and how best to reach you. A real person reads and responds, not a bot.
What happens next
We aim to acknowledge every complaint quickly and work through it properly, most are sorted within a few business days. If yours is more complex, we'll tell you it's taking longer and keep you updated rather than leave you guessing.
If we can't agree
If you're not satisfied with our response, you can take your complaint to the Australian Financial Complaints Authority (AFCA), a free, independent external dispute resolution service.
- ✓ Phone: 1800 931 678
- ✓ Website: afca.org.au
- ✓ Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
AFCA can only consider complaints once you've given us a chance to sort it out first, so step one is always giving us a call.
Last updated 10 July 2026.