Our Complaints Process

Our Complaints Process

We are committed to providing good service to our customers and your views are very important to us.

If something goes wrong we're determined to make it right again. If you've had an experience that you are not satisfied with, we're here to resolve the issue. Your feedback can also help us to improve our services, even you don't have a formal complaint.

Making a complaint

Please talk to us! Many complaints can be resolved quickly, so please raise them with us should they occur. or

within 30
Ability to
escalate to
Dispute Body

We will promptly acknowledge your complaint within 1 business day and then investigate in accordance with our internal Dispute Resolution process. Once a determination is made on your complaint you will be notified within 30 days.

If you are not satisfied with our response, you can refer your complaint to our external complaint dispute resolution body:

Australian Financial Complaints Authority(AFCA)
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001