Complaints & Feedback

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.

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.

We will try to deal with your complaint on the spot. However, if this is not possible, we will write to acknowledge your complaint within 5 days. We will ensure we treat you fairly and work to resolve your complaint as soon as possible. In the rare event we are still investigating after 30 days, we will write to explain why and advise when we expect to complete our investigation. When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.

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.

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, you can have your complaint heard by an independent party. Our external dispute resolution service provider is the Australian Financial Complaints Authority (AFCA).