Resolve a Complaint
If we’ve let you down we want to know about it, so we can make things right
If you have a complaint, our entire team can support you with the feedback. We’ll be objective, proactive and work with you to try and find a solution that's fair and reasonable.
We take your feedback seriously. Every complaint is documented, investigated and used to improve the experience for you and all our customers.
So if there’s something we can improve, please let us know by reaching out and sharing your experience.
Here’s how you can reach out to our team:
- In-app: using “Talk to us” (6am - midnight Victorian time)
- Email: email@example.com
- Phone: 1300 002 258, (9am - 4pm Victorian time)
If you’re unhappy with the resolution
If you’re not satisfied with the response provided, you have the option to refer your complaint to the relevant external dispute resolution scheme.
We are a member of the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:
- In writing: GPO Box 3, Melbourne VIC 3001
- Phone: 1800 931 678
- Email: firstname.lastname@example.org
- Website: https://www.afca.org.au
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expire.
If your complaint relates to how we handle your personal information you can also contact:
Office of the Australian Information Commissioner:
- In writing: GPO Box 5218, Sydney NSW 2001
- Phone: 1300 363 992
- Email: email@example.com
- Website: https://www.oaic.gov.au
This charter and related links form our policy on Customer Feedback Management and is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.
You can also view our Code of Conduct.
Last updated: 18 Nov 2022