Complaints & Dispute Resolution
Although we aim to provide you with the highest standards of products and service, there may be occasions when our service does not meet your expectations. If such an event occurs, we are committed to dealing with any complaint or dispute arising in an efficient and effective manner.
We have a system for dealing with complaints and disputes, at no cost to you. This document sets out how it works and what is required to lodge a complaint or a dispute.
Where you are dissatisfied with our products, services or in the handling of a complaint, and you expect a response or resolution from us, you can use this process. The steps in the process are as follows:-
If you are not satisfied with the resolution proposed by us, you can take the matter further. If the complaint relates to a financial service, you can refer it to our External Dispute Resolution Scheme. We are a member of The Australian Financial Complaints Authority or ‘AFCA’ , a scheme approved by ASIC. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
The contact details for AFCA are as follows:-
The Australian Financial Complaints Authority
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne, VIC, 3001
E-Mail: info@afca.org.au
Website: www.afca.org.au
If the matter relates to privacy, you may take the matter up with the Privacy Commissioner. The contact details for the Privacy Commissioner, in the Office of the Australian Information Commissioner, are as follows:-
Privacy Commissioner
Phone: 1300 363 992
Fax: 02 6123 5145
Mail: GPO Box 5288, Sydney NSW 2001
E-Mail: enquiries@oaic.gov.au
Website: www.oaic.gov.au
Complaint form: forms.business.gov.au/aba/oaic/privacy-complaint
There is no charge to you (except for the provision of documents where you request them from us) for the use of this procedure. The services of AFCA and the Privacy Commissioner are made available at no charge to you.