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.
Tell us about your experience and we will pass on the positive feedback.
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, you may choose to escalate your issue to our Internal Dispute Resolution Officer.
They will promptly notify you in writing of, and giving reasons for, the outcome of your complaint. Our Internal Dispute Resolution Officer is committed to resolving the dispute as promptly as possible and will keep you informed of the progress.
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 your complaint is going to take more than 21 days to resolve, we will notify you.
If for some reason we’re unable to provide a final resolution within 45 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.