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Complaints Policy

MyCash Online goes to great lengths to ensure satisfaction with our services and offerings. However, there may be instances from time to time, where you may be dissatisfied with our service. If you have a dispute or complaint, the following steps or avenues for resolution are available to you.

Step 1

You can raise a complaint by contacting our office by;

  • telephoning 1300 998868
  • e-mailing: admin@mycashonline.com.au
  • writing to PO Box 163, Forest Hill Vic 3131

Step 2

You should explain the details of your complaint as clearly as you can. You may do this verbally or in writing.
The maximum time-frame in which to provide a response to you is 45 days.

Step 3

If you’re still concerned with the outcome of your complaint, you can contact the Australian Financial Complaints Authority (AFCA). Just a heads up that if you contact AFCA before your complaint has been reviewed by our internal dispute resolution team, they will refer you back to us. You can contact the AFCA by phone (1800 931 678), via their website (http://www.afca.org.au/) or write to them at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Before you accept your loan offer, please ensure you read the loan contract carefully and understand full details of the loan. If in any doubt, you should obtain independent legal and financial advice before you enter the loan contract.


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*Disclaimer & Example: For our Small Loans of $2,000 or less, an APR (Annual Percentage Rate) doesn't apply. These loans are fee-based only with a term between 62 and 180 days, and so the APR is 0%. The establishment fee is 20% of the amount borrowed and the monthly fee is 4% of the amount borrowed. Representative example: a loan of $1,000 repaid over 3 months equates to a total amount payable of $1,320 comprised of $1,000 principal (amount borrowed), $200 establishment fee and $120 in monthly fees. The maximum comparison rate on loans between $300 and $2000 is 199.43%.
For our Medium Loans between $2,100 and $5,000, with a term between 2 months and 12 months, the maximum Annual Percentage Rate (APR) is 48% (Comparison rate 65.6597% p.a.) and there is a $400 Establishment Fee. A Medium Loan of $3,000 borrowed over 1 year would equate to a total amount payable of $4,289 (including a $400 establishment fee).

Under the current legislation, most small personal loan providers don’t charge an annual interest rate (you’ll know this as an APR %). The maximum you will be charged is a flat 20% Establishment Fee and a flat 4% Monthly Fee. The maximum comparison rate on loans between $300 and $2000 is 199.43%. This comparison rate is true only for the examples given and may not include all fees and charges. Different terms, fees or other loan amounts might result in a different comparison rate.

© 2023 Owned by Australian Synergy Finance Pty Ltd, ABN 54 613 655 646. Australian Credit Licence 490422. The information on this webpage is general information only and does not take into account your objectives, financial situation or needs.