We want to hear from you
We believe you’re entitled to efficient, honest and fair treatment in your dealings with us, especially if something goes wrong.
As part of our commitment to maintaining our customer satisfaction, we have established procedures for resolving any complaint you may have in respect of any product or service we provide to you.
What to do if you have a complaint
Firstly, please call us straight away on 1300 747 747 if you:
- Suspect an error on your accounts, including an account statement, or
- Experienced any other problem concerning your accounts, facilities or services.
In most cases, your complaint can be resolved just by bringing it to our attention.
Where a complaint cannot be resolved to your satisfaction immediately, you may wish to enter our Internal Dispute Resolution process.
This service is provided at no charge to you. Generally the process should take no longer than 21 days, in some circumstances, however, it may take up to 45 days.
Internal Dispute Resolution
|How it works?|
To help us to properly investigate your complaint, it’s important to give us all the information you have, this could include:
Please send this information to firstname.lastname@example.org
|What will we do?|
External Dispute Resolution
|How it works?|
From 1 November 2018, the Australian Financial Complaints Authority (AFCA) replaces both our existing External Dispute Resolution (EDR) Schemes (being the Credit and Investment Ombudsman (CIO) and the Superannuation Complaints Tribunal (SCT)).
If a complaint you have raised with us has not been resolved under our internal dispute resolution process or to your satisfaction, then, from 1 November 2018, you may lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA’s contact details are as follows:
If you currently have a complaint that is being handled by the CIO or the SCT, no need to worry, this will continue to be handled by that scheme.
Download the Dispute Resolution Brochure here.