If you have a complaint

We hope that you never have reason to complain, but if you do, we will do our best to work with you to resolve it. To lodge a complaint or if you require assistance to lodge a complaint, please contact us using one of the following means:

Our complaints resolution process has three steps.

1 – Initial Response

Usually when you have a complaint, we will try to resolve it immediately on the phone. If we cannot resolve your complaint to your satisfaction straight away, it will then be referred to our independent Internal Dispute Resolution (IDR) Team. The IDR Team will acknowledge receipt of your complaint within 1 business day where reasonable and will review the matter in detail.

2 – Internal Dispute Resolution

The IDR Team will continue to assess your complaint and, after full consideration of the matter, will provide you with a written final response within 30 days. This response will outline the decision reached and the reasons for that decision.

3 – External Dispute Resolution

In the unlikely event that your complaint is not resolved to your satisfaction by the IDR Team, or a final response has not been provided within 30 days, you may be eligible to refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within scope of AFCA's Complaints Resolution Scheme Rules.

AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at:

Australian Financial Complaints Authority