Dispute the outcome of your complaint

If our internal disputes handling process does not resolve your complaint within forty five (45) days, or it has not been resolved to your satisfaction, you have a right to take your complaint to an External Dispute Resolution (EDR) Scheme. Thorn is a member of the Australian Financial Complaints Authority (AFCA) which is an independent EDR Scheme approved by the Australian Securities and Investments Commission (ASIC). If you wish to dispute a decision of the IDR, you may lodge a complaint with AFCA: Website: Email: Phone: In writing to: Time limits may apply to complaints lodged to the AFCA. We recommend you consult the AFCA website to find out more.