We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, not only can we address any immediate concerns you may have, we will also continually improve our products and services.
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
Compliments
Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one.
If one of our representatives has provided you with exceptional service, please let us know using the details below, so that we can further encourage them via this feedback process.
Concerns
If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint or concerns.
Need an update on your complaint?
If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please be sure to refer to your earlier communication so that we can respond effectively.
Resolution
We will try to resolve your complaint on the spot. If we can't, we will acknowledge it within 24 hours (or one business day) of receiving it, or as soon as practicable, and let you know who is handling it.
We will give you a written response within 30 calendar days of receiving your complaint, setting out the outcome and the reasons for our decision. If your complaint is particularly complex, or circumstances outside our control cause a delay, we will write to you before the 30 days are up to explain the reason for the delay, tell you about your right to complain to AFCA and give you AFCA's contact details.
Taking it further
If you're not satisfied with our response, or you haven't received it within 30 calendar days, you can take your complaint to the Australian Financial Complaints Authority (AFCA), a free, independent external dispute resolution scheme.
Website: www.afca.org.au · Email: info@afca.org.au · Phone: 1800 931 678 (free call) · Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.
Time limits may apply to complain to AFCA, so you should act promptly or check the AFCA website to find out whether a time limit applies to you.
Last reviewed: October 2026.