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Complaints Policy

Formal Definition of Credit complaint;

An expression of dissatisfaction related to credit activities, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

All-Set Rentals Definition of complaint;

Any expression of dissatisfaction by a client. We will endeavor to make sure all clients are happy with our service wherever it is reasonably possible, even the difficult ones.

How to complain;

Complaints may be made in many ways, including online, by email, by phone, by post, in person or by a representative. There is no special form or format required and no cost.


If we can’t resolve your concern on the spot, we will acknowledge your complaint within 24 hours or one business day. We normally use email or telephone unless you express another preference.

Early resolution;

In most cases we should be able to resolve your dilemma within five days. Where this is not possible, a full investigation will be undertaken.

Investigation and Assessment;

A written IDR response will be provided within 21 days and no later than 30 days, after we have fully considered all relevant factors and circumstances. This may take a little longer if we need to wait for additional information requested from you.

If you are not satisfied with our response;

If we can’t agree on a solution to your problem, you may take your concern to the Australian Financial Complaints Authority https://www.afca.org.au/make-a-complaint or call 1800 931 678 for an adjudication of the issue.

Service Improvement;

We maintain a record of all complaints to help us in improving our internal processes. At All-Set Rentals we are always looking for ways to improve and ensure client interactions are open, honest and friendly.