We pride ourselves on providing excellent customer service, but understand that sometimes things can go wrong. Whatever happens, we are here to help and want to fix things quickly and fairly for you.
Why should I make a complaint?
We're committed to helping put things right if something goes wrong or if you're unhappy for any reason. It's important that you let us know about any concerns as soon as possible, as this gives us the best opportunity to help reach a solution quickly and fairly.
If you don't let us know, we may not have the chance to give you the best experience possible. We'd always encourage you to speak with our customer service teams first, as they have lots of information and resources available to help you and to look at options to assist. If you do remain unhappy, our Customer Relations Team are always able to look into your concerns further.
How do I make a complaint?
If you have already spoken with our customer service teams first and you remain unhappy, please contact our Customer Relations Team using the email address below:
Please make sure to include as much information as possible, such as:
- Your full name
- Your best contact number
- A detailed summary of what's gone wrong
- Any attachments to help us investigate
What should I do once I make a complaint?
We'll stay in contact with you and provide you with clear information so that you know what's happening with your complaint every step of the way. You can also ask us any extra questions or provide any information that will help us look into your concerns. You will still have the option to speak with our customer service teams whilst your complaint is open.
What if I want to complain elsewhere?
If you do complain elsewhere first, they'll likely refer you back to us to begin with. Instead, we're confident that if you contact us first and give us the opportunity, we can find out what went wrong and help resolve this for you faster and better than anyone else. If for any reason we can’t help fix things for you after we've had the opportunity to investigate, you can seek external dispute resolution as detailed below.
Our external dispute resolution scheme
If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to our External Dispute Resolution provider, the Australian Financial Complaints Authority by contacting them on:
- Phone: 1800 931 678
- Web: www.afca.org.au
- Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
External Dispute Resolution is a free service established to provide you with an independent mechanism to resolve specific complaints. You can obtain further details about our dispute resolution procedures and obtain details of our privacy policy on request.