If you have a complaint contact us as your first option. If we’ve done wrong, or you’re dissatisfied in any way, it’s important we hear about it so we can improve and make things right. We’ll take your complaint seriously, work with you to address your complaint quickly and aim to find a resolution that’s fair. In some cases we may need more time, but we’ll keep you updated accordingly throughout the process to let you know where things are at.
Most complaints can be resolved on the spot or within days. We’ll keep you informed of our progress and if we’re unable to resolve your complaint within 21 days we’ll tell you that we need more time to investigate.
In the event of a delay and we’re unable to provide you with a final response within 21 days, we’ll tell you the reason for the delay, give you a date you can expect to hear an outcome and update you monthly.
You can lodge a dispute through the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Australian Financial Complaints Authority (AFCA)
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001
You can also contact The Office of the Australian Information Commissioner if your complaint is about your privacy.
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone 1300 363 992
We accept referrals from some of the industry’s leading establishments.See Referral Agreement