Complaints process

Need an update on your complaint?

If you have lodged an email complaint with us and would like an update on its status, please send an email using the existing email stream. If you can’t locate the original email, please be sure to reference your earlier communication so that we can respond effectively.

Resolution

We will try to deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event that we are still investigating your complaint after 45 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.

Taking it further

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 45 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority (AFCA).

You can contact AFCA at:

• 
• 1800 931 678 (local call cost)

• 
• Australian Financial Complaints Authority
  GPO Box 3
  Melbourne, VIC 3001

• 
• www.afca.org.au