Information
We always appreciate feedback and seek to address customer concerns as soon as possible.
When complaints are made or disputes arise we will do our best to resolve the issue at the first point of contact.
When necessary, we will ask you to write to us setting out the details of your complaint. We will acknowledge receipt of your written complaints by return email setting out our Complaint Handling procedure and how to contact us for further information. We may ask you for further information to help us address your complaint.
You can lodge a complaint by phone, email or in writing.
We aim to resolve complaints within 3 working days. If it is likely to take any longer, we will keep you informed of progress. Some situations may require an investigation requiring more time. We will keep you informed of progress.
- Email: [email protected]
- Phone: 1300 048 156 [toll free]
Or write to us at:
- Complaints Officer
- PO Box 1006,
- Strawberry Hills NSW 2012
If we cannot resolve the complaint to your satisfaction, then you have the right to lodge the dispute with the independent dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
A dispute can be lodge with AFCA electronically through their website or by mail.
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Australian Financial Complaints Authority Limited
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GPO Box 3
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Melbourne VIC 3001
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Phone: 1800 931 678
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Fax: (03) 9613 6399
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Visit: afca.org.au