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Customer Care

At The Cash Store, we are committed to making sure that you are treated fairly. What does this mean to you?

We will:

  • Disclose all costs, including default and interest charges.
  • Protect your privacy.
  • Allow you to rescind your loan in accordance with state regulations.
  • Refuse to grant rollovers.
  • Advance loans only up to an approved maximum.
  • Employ collection practices that are fair and in full compliance with state regulations.

If you have a complaint:

Contact our Complaints Officer by calling
Yvonne Johnson at (03) 9802 1088 or by sending an email to complaints@cashstore.com.au

You can also mail a written complaint to
The Cash Store Complaints
G1 5 Lakeside Drive
Burwood East VIC 3151

If you have chosen to email, fax or write to us with a complaint, you will receive an acknowledgement so you will know that we have received your complaint. The Complaints Contact person will assist you with handling the complaint and will advise if any further information is needed. The Complaints Contact person will liaise with managers and staff at the Cash Store to find answers for you and if appropriate determine a fair remedy. You will be informed of the decision and reasons for that decision.

Our objective is to address concerns in 10 business days or less. The Complaints Officer maintains a file, documents all findings and is accountable to a senior officer of the Corporation.

If you are not satisfied with the result of your complaint you may wish to contact Credit Ombudsman Service Limited. Unless there are exceptional circumstances, Credit Ombudsman Service Limited will in all instances respond to your complaint within 45 days of receipts of the initial complaint.

Please view our policy here Dispute Resolution Policy

If we are unable to resolve the complaint within 45 days we will:

  • Inform you of the reasons for the delay;
  • Specify a date when a decision can be reasonably expected; and
  • Notify you of your rights to contact Credit Ombudsman Service Limited
  • All complaints will be processed at no charge to you.

Credit Ombudsman Service Limited may be contacted as follows:

Phone: (02) 9273 8400
Fax: (02) 9261 2798
Email: info@cosl.com.au
Address: Level 7, 287 Elizabeth Street
Sydney NSW 2000
Mail PO Box A252
Sydney South NSW 1235
Website: http://www.cosl.com.au

If you need a credit counsellor:
View our list of non-profit credit counselling services in your community.

Is a Payday Loan the right solution for you?

  • Payday Loans are designed to meet unexpected short-term cash needs.
  • Payday Loans are an excellent alternative to bounced cheques or late payments, if used wisely.
  • When used responsibly a Payday Loan can be both convenient and economical.
  • Payday Loans should not be used as a revolving credit tool for long-term needs.
  • If your financial needs are not short term or temporary a Payday Loan may not be the right choice and you may wish to consider consulting with a credit counselor.

Before taking out a Payday Loan you should consider the following:

  • Are there less expensive alternatives available to me?
  • What is the exact amount I need to borrow?
  • Am I only borrowing what I need?
  • Can I easily repay what I borrowed on my next payday?
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