Feedback and Complaints

08:00 – 18:00




Our Commitment to You


We’re constantly striving to provide the best possible service, and we’ll do our best to resolve any concern you have efficiently and fairly. If you’re ever unhappy about something we’ve done or perhaps not done, please give us the opportunity to put things right.



We work quickly to understand your concerns

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To assist us in helping you, we ask you to follow a simple two-step process:

1.

Gather all supporting documents relating to the complaint.

2.

Please contact us from our website or put your complaint in writing and send it to our address and we review your situation and if possible, resolve your complaint immediately.

Our aim is to resolve your complaint within 5 business days, and where possible we will resolve your complaint on the spot. If we need additional time to get back to you, we will let you know. Should we be unable to resolve your concern at your first point of contact, we 
will then refer the complaint to our dedicated Customer Managers in our Customer Solutions team. Our Customer Solutions Customer Managers are here to find a solution for you and will ensure that you’re regularly updated about the progress we are making to resolve your complaint.

During the assessment and investigation of your complaint, your Customer Manager will solve your complaint with care, find a solution as quickly as possible, and help to prevent similar issues from occurring again We will provide you with regular progress updates and if some further information is needed, we will always let you know. There are many things that can affect complaint response times, but we will strive to meet or outperform the maximum complaint resolution timeframes that are set by law.




If the matter is not resolved to your satisfaction

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Please contact us from our website or put your complaint in writing and send it to our address.

After a complaint has been received, we send you a written notice of acknowledgement setting out the process. The complaint is investigated, and the decision is sent to you within thirty (30) days unless you have agreed to a longer time. If a complaint cannot be resolved within the agreed time frame or a decision could not be made within thirty (30) days of receipt, a notification is sent out to you setting out the reasons and specifying a new date when you can expect a decision or resolution.




If you are still unhappy 

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If you are not satisfied with our internal privacy practices or the outcome in respect to complaint, you may approach the following with your complaint:

Under the Privacy Act you may complain to the Office of the Australian Information Commissioner (OAIC) about the way we handle your personal information. Please note the OAIC requires any complaint must first be made to the respondent organisation. The law also allows 30 days for the respondent organisation to deal with the complaint before a person may make a complaint to the OAIC:

Office of the Australian Information Commissioner (OAIC)
Address: GPO Box 5218, Sydney NSW 2001
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Website: oaic.gov.au

AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g., banks), where that complaint falls within AFCA’s terms of reference. The contact details for AFCA are set out below:

Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001
Phone: 1800 931 678 (free call)
Email: info@afca.org.au
Online: www.afca.org.au





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+61417889904  ·  www.financialoutcomes4you.com.au

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