Step 1. Talk to us
The first thing to do is to talk to us about your concerns.
Our consultants will try to resolve complaints when you first contact us or soon after. If we are unable to do so, we may refer you to a manager (or you can ask to speak to a manager yourself).
The consultant or manager will attempt to respond and resolve your complaint as soon as possible. If they require more information, they will aim to respond within 15 days of receiving of your complaint.
Step 2. Contact Customer Relations
If we can't quickly resolve your complaint, you can ask for it to be escalated to our Customer Relations team.
You can also contact the Customer Relations team directly by:
Customer Relations will contact you if they require additional information or once they have reached a decision. Customer Relations will advise you of the progress of your complaint and the timeframe for a decision in relation to your complaint.
Step 3. Seek an External Review
We expect our procedures will deal fairly and promptly with your complaint. If you are unhappy with the decision made by Customer Relations you may wish to seek an external review, such as referring the issue to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to customers. AFCA has authority to hear certain complaints. AFCA will confirm if they can assist you:
Importantly, time limits may apply to AFCA complaints. Check the AFCA website to see if time limits apply to your situation.
Further information about our complaint and dispute resolution process is available by contacting us.