Complaints and Dispute Resolution

Rentorilla is committed to resolving complaints fairly, promptly and free of charge. If you are unhappy with any part of our service or your consumer lease, please tell us so we can put it right. It will not cost you anything to make a complaint or to have us deal with it.

HOW TO MAKE A COMPLAINT

You can contact us in whichever way suits you best:

Phone: 1300 155 111, 8.30am to 5pm weekdays

Email: hello@rentorilla.com.au

Post: 48 Mawson Lakes Boulevard, Mawson Lakes SA 5095

Social media: If you post a complaint on a Rentorilla social media account, we will pick it up and respond.

You do not need to put your complaint in writing, and you do not need to use the word "complaint" for us to treat it as one.

It helps us if you can tell us your name and contact details, your lease or account number, what has gone wrong, and how you would like it resolved. If you don't have all of that, contact us anyway and we will work it out with you.

IF YOU NEED HELP MAKING A COMPLAINT

We want our process to be easy for everyone to use.

Someone can complain on your behalf. You can ask a family member, friend, financial counsellor, legal representative or anyone else you trust to deal with us for you. Just let us know who they are and that you have authorised them.

Interpreters. If English is not your first language, call the Translating and Interpreting Service on 131 450 and ask them to contact us on 1300 155 111.

If you are deaf, or have a hearing or speech impairment. Contact us through the National Relay Service at accesshub.gov.au and ask for 1300 155 111.

Other assistance. If you need this information in another format, or need any other help to make your complaint, tell us and we will do what we can.

HOW WE HANDLE YOUR COMPLAINT

1. We acknowledge it. We will acknowledge your complaint within one business day of receiving it, or as soon as practicable after that.
2. We look into it. We will review what happened, contact you if we need more information, and try to resolve it with you as quickly as we can.
3. We give you a written response. Unless we resolve your complaint to your satisfaction within five business days, we will give you a written response telling you the outcome. If we reject your complaint or only partly agree with it, we will explain our reasons and the information we relied on, so you can decide what to do next. We will also tell you how to take the matter to AFCA. You can ask us for a written response at any time, and we will always give you one where your complaint involves financial hardship.

HOW LONG IT TAKES

If we need more information from you about a hardship request, we will ask for it within 21 calendar days, and different timeframes will then apply — we will explain them at the time. If we agree to change your lease or postpone enforcement, we will confirm the terms in writing within 30 calendar days of reaching that agreement.

If something means we cannot respond in time, we will contact you before the deadline to explain why, and remind you that you can take your complaint to AFCA if you are not happy to wait.

While we are dealing with your complaint, and for a reasonable period afterwards, we will not start or continue legal action or debt collection activity against you about the matter you have complained about.

FINANCIAL HARDSHIP

If you are having trouble making your lease payments, contact us before you fall behind. We may be able to change your payment arrangements.

Phone: 1300 155 111, 8.30am to 5pm weekdays

Email: accounts@rentorilla.com.au

Post: 48 Mawson Lakes Boulevard, Mawson Lakes SA 5095

We will respond to a hardship request within 21 calendar days, or let you know if we need more information from you first. If we cannot agree to what you have asked for, we will tell you why in writing, and tell you how to take the matter to AFCA.

Free, independent financial counselling is available through the National Debt Helpline on 1800 007 007 or ndh.org.au.

IF YOU ARE NOT SATISFIED

If your complaint is not resolved to your satisfaction, or we do not respond in time, you can refer it to the Australian Financial Complaints Authority (AFCA). AFCA is our external dispute resolution scheme. It provides fair and independent financial services complaint resolution, and it is free to consumers.

Phone: 1800 931 678

Email: info@afca.org.au

Online: afca.org.au

Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

WHO WE ARE

Rentorilla is a trading name of RentCleva Pty Ltd ACN 163 636 137, Australian Credit Licence 439418.

Last updated: September 2026