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Complaints

ARMA is a company that’s committed to achieving the highest possible standards in all areas of our business.

If we’ve got something wrong or if there’s something we could have done better and you want to tell us about it, please let us know so that we can continue to improve. To get started, you can use the Lodge a Complaint Form, which you'll find at the bottom of this page, or you can contact the department responsible for your account - you'll find these details on the Contact Us page.

Our complaints handling policy and process

A complaint refers to any expression of dissatisfaction made to us that relates to our services where a response or resolution is explicitly or implicitly expected. We’ll handle any complaints promptly and fairly and provide you with information on avenues for resolving issues if we’re not able to reach an agreement with you. If you call and our staff member isn’t able to resolve your complaint in the first instance, they’ll try and refer you to someone who can.

For disputes or complaints received via phone, our online disputes form below, or via email, we’ll endeavour to get back to you within five working days. For complaints received in writing, we’ll aim to respond within 10 business days.

Where a complaint cannot be resolved within 30 business days, you can request that the matter be referred to a member of our Internal Dispute Resolution Team who will treat your complaint as a dispute and endeavour to resolve it as timely and effectively as possible.

Our internal dispute resolution (IDR) policy and process

A dispute refers to a complaint that we have not been able to resolve to your satisfaction.

The Dispute Resolution Process is available at no cost to you. We’ll keep you fully informed throughout the process and will reply to you within 15 business days provided we have sufficient information to deal with the dispute. Where we need further information, we will agree on an alternative timeframe with you.

If your complaint is not about ARMA but rather the client with which you hold the debt, then we will work with you and the client to address your concerns through the same process.

What information we need from you

To enable us to process a complaint/dispute in a timely manner, we need full and relevant details in relation to the matter:

Your full name, address, contact phone number and email address.

Full details of the complaint/dispute, including (where applicable) the nature of your complaint, the account to which the complaint relates, any applicable reference numbers for easy identification, the name(s) of our client or member of staff involved, and any action taken by you or us to date.

How we investigate complaints or disputes

All complaints or disputes will be dealt with by us in an objective, fair, reasonable and unbiased manner. All complaints or disputes received will be assessed on its severity, safety, complexity and impact. While we will request your contact details to assist us resolve the matter, complete privacy and confidentially will be taken to address each complaint. Your contact details will only be collected and stored so we can get back to you in a timely manner. For more information, please see our Privacy Policy

Our external dispute resolution policy and process

If we are unable to resolve your complaint to your satisfaction within 30 days we’ll inform you of the reasons for the delay and that you may be able to escalate the complaint or dispute to our client directly for resolution, or to an External Dispute Resolution scheme.

There are several external dispute resolution options which may be available, those which are applicable will depend on which client and industry the dispute relates to but some examples may include:

  • the Australian Financial Complaints Authority (AFCA)
  • the Energy & Water Ombudsman
  • the TCO Tolling Customer Ombudsman (TCO)
  • the Office of the Australian Information Commissioner (we will provide details of this service, which applies in the instance of disputes regarding the collection, use and disclosure of personal information)
  • the formal legal process, including: the courts, mediation, arbitration, and small claims tribunals

Our Team is here to assist and can provide further information as it relates to your individual circumstances.

To lodge a complaint you can use the online form below, or for more information, you can contact us using the following details:

Write: ARMA Group Holdings Pty Ltd
PO Box 5044, Alexandria NSW 2015
Email: complaints@armagroup.com.au
Call: 1300 363 94

This policy was last updated December 2023.

Lodge a Complaint or Dispute

Click on the button to open our Complaints Form, which you can use if you’ve got a complaint or a dispute about any aspect of the services we provide. We genuinely value your feedback and will do our best to resolve the matter as quickly as possible. All complaints and disputes will be handled in accordance with our policy above. If you’d prefer to speak to someone, please visit the Contact Us page and select from the industry that best describes your account. 

Lodge a Complaint

If there’s a problem with your account we’ll do our best to resolve it.


Disclaimer: We always try to stop sending messages to you while you’re waiting for a response from us. If you do receive anything please don’t worry. You don’t need to do anything until we get back to you. Anything you submit through this form will come straight through to our team so we can start working on your request as soon as possible. The details you submit will only be used for the purposes of assisting you resolve your query. Please see our Privacy Policy for more information.