Resolving a complaint

We love to hear from you whether it's a compliment, suggestion or a complaint.  It is important for us to know what we do well and we are just as keen to hear when we have not met your expectations no matter the circumstance. There are many ways to tell us about your complaint:

  • In person - by speaking to a member of our staff
  • Telephone - by contacting 1300 660 115
  • Email: .(JavaScript must be enabled to view this email address)
  • Complete our contact form

If you have a complaint related to the products or services provided by the Group, please contact us in the first instance, as any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable and timely outcomes.

We will ensure that all complaints are fully documented, investigated and resolved in a timely manner and we will keep you informed of the progress of your complaint.

Our Customer Service team can be contacted by:

  • Telephone - on 1300 660 115 between 8:30am and 5:00pm Adelaide time, weekdays
  • Email - .(JavaScript must be enabled to view this email address)
  • Post/Letter - sending a letter to our Customer Relationship Officer at 1471 Reply Paid 84135, Rundle Mall, SA 5000

If you are not satisfied with the response provided, you can refer your complaint to the Customer Feedback Team by:

  • Telephone – 1300 361 911 (+61 3 5485 7911) between 8:30am and 5:00pm Victorian time, weekdays
  • Email - .(JavaScript must be enabled to view this email address)
  • Mail - by completing the relevant Customer Feedback Form or sending a letter to us at P.O. Box 480, Bendigo, Vic, 35522

If you are not satisfied with the response provided by our Customer Feedback Team, you have the option of referring the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of the progress and provide you with a response:

Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to our External Dispute Resolution provider:

Australian Financial Complaints Authority
GPO Box 3 Melbourne, VIC, 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Email:.(JavaScript must be enabled to view this email address)
http://www.afca.org.au

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

If your complaint relates to how we handle your personal information you can also contact:

Office of the Australian Information Commissioner
GPO Box 5218 Sydney, NSW, 2001
Phone: 1300 363 992
Email: .(JavaScript must be enabled to view this email address)
www.oaic.gov.au

This charter and related links form our policy on Customer Feedback Management and is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.