Complaints Handling
We strive to avoid any situation that may result in a complaint from one of our valued customers. However, if you do have a complaint, please use the complaints process outlined below so that we can resolve the issue quickly and effectively.
Let us know
Product or service complaints
If you have a complaint concerning one of our products or services, please contact the people who initially provided it. If they’re unable to resolve the issue to your satisfaction, you can contact us by:
When you first contact us, we’ll review your complaint, consider the facts and attempt to resolve the issue by the end of the next working day. If we can’t achieve a satisfactory resolution within 5 working days, we’ll contact you to discuss reasonable alternative time frames.
We’ll 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 required investigations.
Privacy complaints
If you’d like to make a complaint about how we collect, hold, use or disclose your personal information, or about a privacy related issue such as refusal to provide access or correction, please let us know by contacting the relevant department, who may be able to resolve the complaint for you. If they can’t, they’ll refer you to a manager or their delegate, who will attempt to resolve the complaint.
You can find the relevant contact in the Privacy Contact Information table below. A response is usually provided within 5 business days.
Review by our Internal Dispute Resolution (IDR) Team
If you’re not satisfied with the outcome of the initial review, you can request that the complaint be referred to the Internal Dispute Resolution (IDR) Team for review. You can also contact them directly via the information in the table below.
For privacy issues, the IDR Team will usually contact you with a decision within 15 business days of receiving your complaint. For product or service complaints, the IDR team will usually contact you within 15 days.
Seek review by an external service
Australian Financial Complaints Authority (AFCA)
We expect that our procedures will provide a fair and prompt resolution to your complaint. If, however, you’re not satisfied with our final decision or if we haven’t been able to resolve the complaint to your satisfaction within 45 days, you may be able to take the complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.
You can contact the AFCA by:
We agree to accept a AFCA decision. However, you have the right to take legal action if you do not accept their decision.
Office of the Australian Information Commissioner (OAIC)
For privacy related complaints, if we’ve not resolved the issue within 30 days, you may also be able to access the services of the Office of the Australian Information Commissioner (complaints must be made in writing):
