We hope that you never have a complaint, but if you do we will do our best to work with you to resolve it through the following process:
Get in touch with one of our customer service consultants about your concerns, and they’ll do their best to resolve them. When you make your complaint please provide as much information as possible. Our aim is to resolve complaints as soon as possible. However, where we can’t resolve your concern immediately we will resolve it within 15 business days.
Call us on 1300 777 200 or email firstname.lastname@example.org.
If we haven’t responded to your complaint within 15 business days, or if you’re not satisfied with how we’ve tried to resolve it, you can ask for your complaint to be escalated for an Internal Dispute Resolution (IDR) review by a Dispute Resolution Specialist. Call us on 1300 777 200 or email email@example.com.
The Dispute Resolution Specialist will provide in writing our final decision within 15 business days of your complaint being escalated unless they’ve requested an extension from you and you’ve agreed to give us more time.
If you’re not happy with the final decision, or if we’ve taken more than 45 days to respond to you from the date you first made your complaint, you may contact the Australian Financial Complaints Authority (AFCA) at:
The AFCA service is provided to you free of charge. A decision by AFCA is binding on us but is not binding on you. You have the right to seek further legal assistance.