Your concern is our concern.
We live for our customers, and we understand that sometimes things don’t work out as they should. If you have a complaint or dispute, please talk to us.
How can I raise a complaint?
T 1300 669 059
F 02 8415 7112
How does the process work?
Your complaint will be recognised within 7 business days, after which we’ll aim to provide you with a solution within 14 business days. We only ask that you provide as much information as possible to assist us in a quick resolution.
If the matter is more complex, it may take a longer time to resolve. We’ll aim to resolve your complaint within 45 business days at the absolute most. In such cases, we’ll ensure we keep you informed of the progress of the matter throughout.
If you’re not satisfied with our proposed resolution, or it takes longer than 45 days, you may contact an independent external dispute resolution service, the Australian Financial Complaints Authority. Their processes are impartial, independent and free for our customers.
You can contact AFCA via email firstname.lastname@example.org, call them directly on 1800 931 678 or by post to GPO Box 3 Melbourne VIC 3001.