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Update to our dispute resolution process

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Thursday, 1 November 2018

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:

  • Website: www.afca.org.au
  • Email: info@afca.org.au
  • Telephone: 1800 931 678 (free call)
  • In writing to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001

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.

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