If we've done wrong, or you're not satisfied in any way, it's important we hear about it so we can make things right.
We'll take your complaint seriously, work with you to address your complaint quickly and aim to find a resolution that's fair. Sometimes we may need more time, but we'll keep you updated regularly throughout the process to let you know where things are at.
How it works
Gather any supporting documents or records with names, times and dates that will assist our investigation into your complaint
We'll acknowledge your complaint, give you a reference number and the name and contact details of the person who is handling your complaint
We’ll do what we can to fix your problem, making sure it doesn't occur again for you or anyone else and let you know once we have a resolution
How long will it take?
Most complaints can be resolved on the spot or within days. We'll keep you informed of our progress and if we're unable to resolve your complaint within 21 days we'll tell you that we need more time to investigate.
In the event of a delay and we're unable to provide you with a final response within 45 days, we'll tell you the reason for the delay, give you a date you can expect to hear an outcome and update you monthly.
If you're unhappy with the resolution
You can contact our Customer Advocate or 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