Complaints

How to make a complaint

Contact us by email or phone using the details below. It helps if you include:

• Your name and the best way to reach you
• What happened and when
• Copies of any relevant documents or messages
• What outcome you're looking for

What happens next

• We'll acknowledge your complaint promptly — usually within 1 business day
• A team member not involved in the original issue will review it where possible
• We aim to resolve most complaints quickly, and no later than 30 calendar days (21 days for hardship-related complaints)
• If we need more time, we'll tell you why and keep you updated
• You'll get our response in writing, with reasons

If you're not satisfied — AFCA

If we can't resolve your complaint, or you're unhappy with our response, you can take it to the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent external dispute resolution scheme.

• Website: www.afca.org.au
• Phone: 1800 931 678 (free call)
• Mail: GPO Box 3, Melbourne VIC 3001

Privacy complaints

Complaints about how we've handled your personal information follow the same process — see our privacy policy. If you're not satisfied after our internal process, you can also contact the Office of the Australian Information Commissioner at www.oaic.gov.au.