Disputes or complaints.

What to do if you have a dispute or complaint

WHAT TO DO IF YOU HAVE A DISPUTE OR COMPLAINT?

We are committed to providing our customers with the best possible service. We understand that there may be times where you are not satisfied. If this occurs, and you wish us to do something about it, we have a formal process in place to address your concerns.

 

INTERNAL DISPUTE RESOLUTION

In the first instance please contact our Complaints Officer, Stuart Bayliss. When contacting us please give us as much information as you can. You can do this verbally, or in writing. We may ask for additional information and request you to put your complaint in writing to ensure your issue is properly investigated.

 

EXTERNAL DISPUTE RESOLUTION

If you are not satisfied with how we have handled your complaint, you may make a formal complaint to our External Dispute Resolution provider. Our external dispute resolution service provider is the Australian Financial Complaints Authority (AFCA), which can be contacted via:

 

KEEPING YOU INFORMED

Our Complaints Area will acknowledge receipt of your complaint within five business days. If unable to resolve the complaint/dispute to your satisfaction within five business days, they will write to you advising the procedures we will follow in investigating and handling your complaint. Within 45 calendar days from the date you lodged the complaint with us, we will write to you advising you of the outcome of the investigation and the reason/s for our decision, or if required, we will inform you if more time is needed to complete the investigation.