Complaints handling process
How do I make a complaint?
If you have any concerns about our products or services or wish to dispute the outcome of a decision, we will do our best to work with you to resolve it.
You should first contact one of our Customer Service consultants on 1800 668 502. If, after speaking to our team, you are still not happy with the outcome, you can take your matter further by contacting our Internal Dispute Resolution Committee.
The Internal Dispute Resolution Committee’s contact details are:
The Complaints Officer
Locked Bag No. 9021
Castle Hill NSW 1765
Phone: 1800 668 502 (8:30am to 5:00pm (AEST) Monday to Friday – except public holidays)
Fax: 1300 367 229
Your concerns will be investigated by the Committee and, provided that we have all the necessary information, we will inform you of the outcome within 15 working days of receiving your letter, email or phone call.
If we are unable to resolve this matter in 15 working days, we will let you know and will provide a final response no later than 45 days from the date we received your complaint.
External Dispute Resolution
If the Internal Dispute Resolution Committee does not resolve the matter to your satisfaction or does not provide you with an outcome within 45 days of receipt of your complaint, you may refer the matter to an external dispute resolution scheme.
This is a free service to consumers to assist in resolving complaints.
To lodge your complaint, you should contact:
The Australian Financial Complaints Authority
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3 Melbourne VIC 3001