A situation where you are unsatisfied with us, our products and/or our service, have let us know about this dissatisfaction and a response is expected (either explicitly or implicitly).
If you have a complaint, please get in touch with us by phone or email. Our contact details are:
Phone: 1300 008 003 Monday to Friday 9.00am - 5:00pm (AEST);
When you first contact us, we will take the time to understand the issue and work towards finding a resolution through our Customer Service Team. In most cases, we can resolve these issues on the spot, however, if this isn’t possible we’ll let you know when you can expect us to get back to you. If, after working with our Customer Service Team, you aren't satisfied with the outcome you can request that your complaint is escalated to our dedicated Resolutions Team. This is provided to you free of charge.
Alternatively, you may wish to contact our Resolutions Team directly by email at email@example.com or by phone.
Our Resolutions Team will further review all information relating to your complaint and assess it in line with any applicable laws, industry standards and details specific to your circumstances.
After review of information and assessing the resolution options, we will contact you advising you of the outcome of your complaint and will send you an IDR response which confirms this.
We will respond in writing, clearly setting out the final outcome of your complaint. It will either outline our actions to resolve it, or our reasons for rejection or partial rejection of your complaint. We will not provide you with a written response if we resolve your complaint within five business days of receipt unless it is requested by you, or is required.
There may be occasions where we require more time, if this is the case we will notify you.
If you’re still not satisfied with the outcome, you can refer your matter to the Australian Financial Complaints Authority (AFCA) which provides a free, independent dispute resolution service:
In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001