If we've let you down, we'd like to make things right.
Sometimes things don't always go the way they should. If this happens, please let us know and we’ll do what we can to resolve any concern you have quickly and fairly.
Here you’ll find information about how you can raise an issue with us, how it will be resolved and what to do if you're still not satisfied.
We're here to help
- Let us know about your complaint and how you’d like it resolved.
- We'll acknowledge your complaint, provide you the reference number and the contact details of the person handling your complaint
- If you have any supporting documents you would like to provide us, make sure to let us know.
- We’ll work with you to resolve the complaint and let you know once we have a resolution.
Step 1. Contact our Customer Service Centre
Post: Locked Bag 5005, Royal Exchange, Sydney NSW 1225
Step 2. Escalate to the Customer Relations Team
If you’re not satisfied with the response or if we’re unable to provide you with a response within the first five days, you can ask for the complaint to be escalated to the Customer Relations Team.
How long will it take?
Most of the complaints raised with us can be resolved on that same call or within a few days of letting us know.
We'll keep you informed of our progress and if we're unable to resolve your complaint within 21 days, we’ll contact you to let you know we need more time to investigate.
In the event of a delay where a final response is not possible within 45 days, we’ll be in touch with the reason for the delay and to give you a date where you should expect to receive it.
If you’re still dissatisfied with the resolution provided
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