Step 1 — Tell us directly

Most concerns can be resolved quickly through a direct conversation. Contact us with details of your complaint:

Please include your name, contact details, and as much detail as possible about your concern, including any relevant dates or documents.

Step 2 — Our internal review

We will acknowledge your complaint within 5 business days. We attempt to resolve all complaints as quickly as possible, subject to a full investigation of the circumstances involved, and will write to you once our investigation is complete to let you know the outcome and reasons for our decision. If we're still investigating after 45 days, we'll write to explain why and let you know when we expect to have finished.

Step 3 — External dispute resolution (AFCA)

If you're not satisfied with our response, or if we haven't resolved your complaint within the applicable timeframe, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution scheme. There is no cost to you to use this service.

Australian Financial Complaints Authority
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001

You can confirm our AFCA membership at any time by searching our business name on the AFCA website.

Privacy-related complaints

If your complaint relates specifically to how we've handled your personal information, see our Privacy Policy for details on escalating to the Office of the Australian Information Commissioner (OAIC) if needed.