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Compliments and Concerns

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 outright 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 in any way, 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 encourage you to share this with us. We have developed a process that makes it easy for you to tell us about your concerns and for them to be addressed efficiently 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.

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 deal with your complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within 5 business days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation we will write to let you know the outcome and the reasons for our decision.

Taking it further

On 1 November 2018, The Australian Financial Complaints Authority (AFCA) replaced the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and the Superannuation Complaints Tribunal (SCT).
You can make a complaint to AFCA online here.
If you are looking for previous EDR scheme publications, including reports and submissions, you can find them here.
1800 931 678 (local call cost)
The Independent Assessor can assess complaints about the standard of service provided by AFCA in handling a complaint.
Post to:
Independent Assessor
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

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