Customer relations

Customer Relations


Handling your complaint

We are committed to:

  • listening to what you tell us;
  • being accurate and honest in telling you about our products and services;
  • communicating with you clearly; and
  • resolving any complaints or concerns you have in a fair, transparent and timely manner.

If you have a complaint concerning a product or our services, please tell the people who provided your initial service or you can contact us by:

  • Phone:       1800 689 762
  • Mail:           Reply Paid 1453 Customer Relations Unit RE058,

    GPO Box 1453 Brisbane QLD 4001

  • Email:

How we will resolve your complaint

When you first let us know about your complaint or concern, we will review your complaint, consider the facts and attempt to resolve your complaint by the end of the next working day.

If we cannot resolve your complaint to your satisfaction within 5 working days we will contact you to agree reasonable alternative time frames. We will endeavour to send you our final decision within 15 working days from the date you first made your complaint provided we have all necessary information and have completed any investigations required.

If you are still unsatisfied with the final outcome at your request we can refer your complaint to our Internal Dispute Resolution (IDR) team. Our IDR team will review your dispute and respond within 15 working days of your complaint being referred to them provided they receive all necessary information and have completed any investigation required.

Financial Ombudsman Service (FOS)

We expect our procedures will provide you with a fair and prompt resolution to your complaint. If however you are not satisfied with our final decision or if we have not been able to resolve the complaint to your satisfaction within 45 days you may be able to take the complaint to the Financial Ombudsman Service (FOS).

The FOS is an independent external dispute resolution scheme and its service is free to our customers.

You can contact the FOS by:

  • Phone:        1300 780 808
  • Mail:            Financial Ombudsman Service

    GPO Box 3

    Melbourne VIC 3001

  • Email:
  • Website:

The FOS will tell you if they can help you, as their services are not available to all customers.

We agree to accept a FOS decision. However you have the right to take legal action if you do not accept their decision.