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Compliments, Complaints and Feedback

We love to hear your positive feedback, but we also want to know about ways we can improve....

Compliments & Feedback

Have you had a positive experience?

We love to pass on your positive feedback to our team. If you have had a positive experience with someone in our team, let us know. We also encourage you to provide us details on how we can improve our products and services.

Tell us about your experience via one of the methods shown below and we will pass on the positive feedback.

How to contact us

Call:

Email:

For general enquiries: [email protected]
For disputes and complaints: [email protected]

Post:

PO Box 6074,Halifax Street PO, Adelaide SA 5000

Complaints

We’re here to listen

If you are unhappy with our service, we would love you to contact us first. This gives us the opportunity to work through the problem with you and hopefully come to a resolution.

We take your feedback seriously and will strive to work with you to address your complaint quickly whilst finding a resolution that is both fair and reasonable.

Who will help?

If your complaint cannot be resolved on the spot by one of our staff members, we will escalate your issue to relevant Management and our Dispute Resolution Officer, who are committed to resolving your dispute as promptly as possible and will notify you of the progress and outcome of your complaint.   

How long will it take?

While some complaints can be resolved at the time of contact, we may need more time to work through and investigate the issue.

If for some reason we’re unable to provide a final resolution within 30 days, we will contact you to let you know the reason for the delay, a date you can expect an outcome and further updates on the status of your complaint.

What if I am unhappy with the resolution?

You can contact our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA). As an independent body, they can provide a fair and free resolution for consumers.

Mail GPO Box 3, Melbourne VIC 3001
Phone 1800 931 678 (free call)
Email [email protected]
Online www.afca.org.au