If we’ve done something really well, if we haven’t met your expectations in some way or if you have a complaint about a product, service, or the conduct of our staff or agents we’d love to hear from you.
We love your feedback as it’s the most effective way for us to learn, helping us continue to improve our products and services and in turn improve your experiences with us.
You can send us an email to email@example.com
- Give us a call on 1300 651 400
- Send us a fax on (02) 4921 9112
- Post your feedback/complaint to the below address:
Customer Service Manager PO Box 173 Hamilton NSW 2303
We aim to complete an investigation of all complaints within 21 days, provided we have received all the relevant information. Sometimes we may need a little extra time but if this is the case, we will let you know within 21 days.
Unless there are exceptional circumstances we should complete an investigation within 45 days of receiving a complaint. If we’re unable to process a complaint within 45 days, we will:
- inform you of the reasons for the delay
- provide you with monthly updates on progress with the complaint
- specify a date when you can expect a decision.
In the unlikely event that we’re unable to provide a satisfactory response to your complaint, you can ask our Disputes Committee to review it. If you are still not satisfied, you can contact the following external bodies that deal with privacy complaints. Subject to the dates referred to below, any of these bodies may forward your complaint to another external dispute resolution body if it considers the complaint would be better handled by that other body.
Who can you complain to?
Australian Financial Complaints Authority
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Office of the Australian Information Commissioner
Phone: 1300 363 992
Mail: Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001