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Resolve a Complaint

If we’ve let you down we want to know about it, so we can make things right

We’re listening

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:

National Relay Service

Users who are deaf or have hearing or speech impairment can call through the National Relay Service:

  • TTY: users phone 133 677 then ask for 1300 002 258
  • Internet relay: users connect to the National Relay Service and then ask for 1300 002 258
  • Speak and Listen (speech-to-speech relay): users connect to the National Relay Service and then ask for 1300 002 258

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:

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:

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.

Need help making a complaint?

If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services (TIS). This service is available in over 150 languages and is provided by the Department of Home Affairs. Please let us know if you would like us to arrange this service for you.

We have a guide available in an Easy English format, explaining the complaints process in a plain language that is concise and easy to understand.

Last updated: 25 February 2025