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13 12 20,

7am - 7pm Monday to Friday, AEST

Alternatively +61 7 3017 8888


GPO Box 7001

Brisbane, QLD 4001

Head Office

Level 40, Riverside Centre

123 Eagle St, Brisbane, QLD 4000


1800 009 456

Experiencing Hardship?

If you need financial assistance please call us directly 1300 784 434

Customer assistance

Call: 13 12 20 (+61 7 3017 8888)

Lost or stolen cards

7am - 7pm Mon to Fri AEST:
13 12 20 (+61 7 3017 8888)

Outside these hours:
1800 621 199 (+61 2 9959 7686)

Media enquiries

Please contact Lauren Clancy at:

FAQs View All FAQs

Common questions our customer care team get asked.

A Target Market Determination is a document which sets out the target market for a financial product, as well as information regarding the distribution of that product. We’re required to have Target Market Determinations for each of our products under the Treasury Laws Amendment (Design and Distribution Obligations and Product Intervention Powers) Act 2019. Please contact us if you would like a copy of the Target Market Determination for any of our products.

Please call our Payments team on 1300 784 434 between 7am to 5pm AEST Monday to Friday for further assistance.

You can call Customer Care on 13 12 20 option 3. Our Customer Care team are based in Brisbane and Manila, and is available from weekdays 7am to 7pm (AEST).

Australia is moving to a new system of Comprehensive Credit Reporting (CCR) which will give lenders a clearer picture of each applicant’s finances.

The new system has been put in place by the Federal Government so that lenders can make better decisions about who they give a loan to.

Learn more about Comprehensive Credit Reporting (CCR)

Firstmac Money is secured by Geotrust. SSL certificates from Geotrust® are the ultimate security and trust solution delivering both 256-bit encryption and the True Site™ trust mark providing third-party website identity validation. The presence of SSL means you can rest assured that communications (e.g. credit card numbers) between your browser and this site’s web servers are private and secure when the SSL session is activated.

Firstmac welcomes all feedback from all our customers. If you have a concern that can’t be resolved straight away, we will investigate your case and keep you informed of the progress.

If you have a complaint, please contact Firstmac at:

Firstmac has an Internal Dispute Resolution (IDR) process to investigate and respond to all customer complaints within 45 days. Our IDR process is detailed below.


When we receive a complaint, the matter is referred to a manager with the appropriate knowledge and authority to undertake the investigation.


The manager completes a thorough investigation of your complaint and sources any supporting documentation if required. Once their investigation is completed, full details and results are returned to the Customer Relations team for assessment.


Once we receive the completed complaint investigation, we will then provide the outcome of the investigation and the reasons for reaching that decision to you in the same way you contacted us whether that’s by post, fax, email (if submitted via our website), or telephone.

If you aren’t satisfied with our response to your complaint, you have the option to contact the Australian Financial Complaints Authority (AFCA) with your concerns.

Before you contact AFCA, you must give Firstmac the opportunity to investigate and respond to your complaint.You can contact the Australian Financial Complaints Authority at or on 1800 931 678.

By calling in and speaking to someone in our Payments team on 1300 784 434. You will need to complete a hardship application and return it with the relevant supporting documents within 28 days.

When we receive your hardship application we will contact you within 5 days. Depending on your personal circumstances, it may take up to 4 weeks to have a final outcome on your hardship application commencing from when we receive your hardship application, complete with the relevant supporting documents.

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