complaints charter

We welcome your feedback
The feedback we receive from our customers is as at the heart of the improvements we make to our service delivery. So we welcome your feedback, good and otherwise.
If you would like to let us know about an experience you’ve had, email us at or call +61 3 5332 4888 to speak with a member of our service team.

How we handle your complaint
•   Within 48 hours, you’ll receive a response from us, with either a resolution or an update on the matter
•   Our aim is to have the issue resolved to your satisfaction within two weeks
•   If you are dissatisfied with the resolution offered or the investigation into your complaint, we will escalate it to the next level of management who will work directly with you to resolve the issue.

What to do it you are not satisfied with the outcome
•    We ask that you continue communicating with us so that we may have the opportunity to resolve the issue to your satisfaction
•    As a last resort, you may choose to contact the Financial Ombudsman Service (FOS).
Financial Ombudsman Service (FOS)
          1800 367 287

Last updated: 20 November 2017