How do I make a complaint?
If you have a complaint
We hope that You never have a complaint, but if You do We will do Our best to work with You to resolve it through the following process:
Stage 1: Let us know about your concerns
Call us on 1300 409 322 or email firstname.lastname@example.org
Help us help you by providing as much information as possible so we can resolve your matter as fast as we can.
Where we can’t resolve your concern immediately, we will resolve it within 15 business days.
Stage 2: Contact Internal Dispute Resolution Committee
If we haven't responded to your complaint within 15 business days, or if you’re not satisfied with how we’ve tried to resolve it, you can ask for your complaint to be escalated for an Internal Dispute Resolution (IDR) review by a Dispute Resolution Specialist.
Post: Locked Bag 2018, St Leonards NSW 1590
Call: 02 9253 6600
The Dispute Resolution Specialist will provide in writing our final decision within 15 business days of your complaint being escalated, unless we’ve requested an extension from you and you’ve agreed to give us more time.
Stage 3: Seek an external review of our decision
If you’re not happy with the final decision, or if we’ve taken more than 45 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:
Phone: 1800 931 678
Post: GPO Box 3 Melbourne VIC 3001
The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You also have the right to seek further legal assistance.