Complaint resolution

We want to hear from you

We are committed to ensuring our products and services meet your expectations and we value any feedback you have about our performance.

We aim to resolve your issue effectively and efficiently.

We have a number of steps you can follow to resolve an issue:

Step 1 - In most instances your complaint can be resolved by simply making us aware of it. You can talk to us in person, by telephone, fax, email or in writing. In the majority of cases your complaint will be dealt with promptly to your satisfaction and you will not need additional assistance.

Step 2 - If your complaint has not been satisfactorily resolved you may wish to take the matter further by using our formal dispute resolution service. You will need to complete the Dispute Resolution form and return it to us. Your dispute will then be investigated by an authorised officer and you will be advised on the outcome within 10-21 working days.

Step 3 -If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).  AFCA provides fair and independent financial services complaint resolution that is free to consumers. 

Online: www.afca.org.au
Email:
info@afca.org.au
Phone:
1800 931 678 (free call)
Mail:
GPO Box 3 Melbourne, VIC 3001

 

Time limits may apply to complaint to AFCA, so you should act promptly or otherwise consult their websites to find out if or when the time limit relevant to your circumstances expires.

Wherever appropriate, our policies, systems and procedures will be adjusted and staff counselled or provided with additional training to minimise recurrence of complaints.

Find out more about our complaints and dispute resolution