We'll let you know we’ve received your complaint (generally within two business days) and give you a reference number.
We’ll send your complaint to the right team and give you the name and contact details of the person who’s handling it.
We’ll work with you to find a fair solution.
How long will it take?
Most complaints can be resolved on the spot or within days.
If we’re unable to resolve your complaint within 21 days, we'll advise you that we need more time to investigate and keep you informed of our progress. For general insurance product or service complaints, we’ll let you know about our progress at least every 10 business days, unless it is resolved earlier or you agree to a different timeframe.
If there’s 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 continue to update you on the progress. We’ll also tell you about your right to take your complaint to the Australian Financial Complaints Authority.
If you're unhappy with our response
You can lodge a dispute with the Australian Financial Complaints Authority (AFCA), an external dispute resolution body. AFCA provides a fair and independent complaint resolution service which is free for customers to access:
The Consumer Data Right (CDR) legislation was introduced in August 2019 to allow you to share some of the data we hold about you with accredited organisations. Learn more about Open Banking and our Consumer Data Right policy.
If your complaint relates to how we handle your CDR data, including concerns the data we hold about you is incorrect, call us on 13 2221. If you’re not satisfied with our response, you can make a complaint.
If your complaint is about your privacy or how we handle your CDR data, you can also contact the Office of the Australian Information Commissioner:
Phone: 1300 363 992
Postal address: GPO Box 5218, Sydney NSW 2001
Tell us about your compliment
We love to hear about your positive experiences and when someone in our team makes things easier, quicker or special for you. We’ll pass on the compliment and make sure we keep up the good work.
1 When calling from overseas using your mobile, standard roaming charges may apply. To avoid roaming charges, call the international operator in the country you’re in from a land line and provide them our number.