We appreciate and welcome ALL feedback, positive or negative. We appreciate your input so that we can continue to improve on our service to you.
WHAT TO DO IF YOU HAVE A COMPLAINT
If you have a complaint, please tell us, as it gives us a chance to address your concerns and improve our service. If you have a complaint or issue, here’s what we recommend:
Speak with us first and we’ll try to resolve the issue straight away. If we can’t resolve the issue straight away, we are committed to resolving it within 2 weeks. In the majority of cases, issues are resolved within 10 business days.
Contact Us Using The Following Methods:
- Call one of our friendly staff on 1300 269 411
- Click on the Live Chat icon on our website.
- Email us at email@example.com
- Write to us at: PO Box 319, Bondi Junction NSW, 1355
If your issue still isn’t resolved, you can escalate it to our Disputes Resolution team.
If the Disputes Resolution team is unable to resolve your complaint, you have the option to contact the Australian Financial Complaints Authority (AFCA). The AFCA is an external dispute resolution body. You can contact the AFCA by phone (1800 931 678), via their website (www.afca.org.au) or write to them at: The Australian Financial Complaints Authority Limited GPO Box 3 Melbourne, VIC 3001.
WHAT TO DO IF YOU HAVE A COMPLIMENT
We always appreciate hearing about positive experiences from our customers and the things we are doing well. If you have a compliment about our service and you would like to share it with us, please email us as firstname.lastname@example.org or send us a message via the web form.