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. 

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 write to you to acknowledge your complaint within 24 hours to 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 30 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 

We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 30 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority: 

Online:    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 and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.