We are committed to providing high quality services and products, so if you have a complaint, please let us know.
We will investigate your concerns as quickly as possible to resolve them to your satisfaction.
To assist us in helping you:
email firstname.lastname@example.org or phone: (02) 9232 8888 and ask to speak with the Complaints Officer.
email email@example.com or phone: (02) 9232 8888 and ask to speak with the Complaints Officer.
We will acknowledge your complaint within 24 hours from when we receive it.
We will aim to resolve your complaint as quickly as possible, if not immediately. While most matters can be resolved quickly, more complex issues may take longer. By law, we are required to respond and finalise your complaint within:
We will let you know the outcome and reasoning in relation to the progress of your complaint as soon as possible.
For more complex matters, we will keep you informed of the progress and let you know when you can reasonably expect a response.
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001