If there's something about our products or services that you aren't happy with, then let's work together to see if we can resolve it quickly and easily. In the first instance, please raise your concerns with your dedicated Relationship Manager. If you need further assistance, we can address your concerns through the following process:
Email us at firstname.lastname@example.org or call a Customer Solutions Representative on 1300 888 870 between 8:30am - 7:00pm (EST) Monday to Friday.
All matters are dealt with seriously and are treated in total confidence. We will aim to resolve your complaint to your satisfaction as soon as possible.
If we are unable to resolve your complaint within five business days, then the matter will be escalated to our Internal Dispute Resolution (IDR) team.The IDR team will:
The IDR team can be contacted at any time at:
If you aren't satisfied with the outcome of your complaint after taking Steps 1 and 2, you may lodge a dispute with the Australian Financial Complaints Authority (AFCA). AFCA is an external independent impartial body that has been set up to resolve financial services disputes. There is no charge for this service.
The Australian Financial Complaints Authority can be contacted at:
Mail: Australian Financial Complaints Authority , GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678
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