Let us know about your positive experience by filing in the Compliments and Complaints form and we’ll make sure your feedback reaches the right person.
Sometimes things don’t go the way they should. If this happens, please let us know and we’ll do what we can to resolve any concerns 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 contact details.
- 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.
Raising a complaint
Most complaints can be resolved on that same call or within a few days of letting us know. Simply fill in the Compliments and Complaints form or get in touch with our Customer Service Teams, using the details below: Online: Compliments and Complaints Form Phone: 1800 240 102
In the event your complaint is not resolved, just let us know and we’ll escalate your matter to the complaints team, Group Customer Relations, who will be in contact with you to discuss your complaint further and work with you towards a mutually satisfactory resolution.
Alternatively, you can contact the Complaints Team directly on: Phone:1800 240 102 Email: [email protected] Post: Locked Bag 5005, Royal Exchange, Sydney NSW 1225
How long will it take?
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 when you should expect to receive it.
If you’re still dissatisfied with the resolution provided
You can lodge a complaint via Financial Dispute Resolution Service (FDRS), a scheme approved by the Minister for Consumer Affairs. It is free to make a complaint to this independent dispute resolution scheme. This scheme can help you to resolve any disagreement you have with us.
Website: www.afca.org.au Email: [email protected] Phone: 1800 931 678 (free call) Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires. We will do everything we can to resolve your complaint quickly and fairly so it’s important that you raise your issue with us before going to AFCA. In fact, AFCA will encourage you to work with us first, before commencing their investigation. Privacy Complaints You can also contact The Office of the Australian Information Commissioner if your complaint is about your privacy. Office of the Australian Information Commissioner GPO Box 5218 Sydney NSW 2001 Phone: 1300 363 992 Visit oaic.gov.au In New Zealand, you can lodge a complaint via Financial Services Complaints LTD (FSCL), an independent and impartial dispute resolution service that is free for consumers. Website: www.fscl.org.nz Email: [email protected] Phone: 0800 347 257 Postal Address: Financial Services Complaints Limited, PO Box 5967, Wellington 6140