Contact us by phone, online enquiry, letter, or visit one of our Advice Centres (see details above).
We will send you an acknowledgement once we’ve received your complaint and let you know the details of the investigating officer assigned to look into the matter. There is a legislative requirement that we respond within 90 days of receiving your complaint, however we always aim to reply as soon as possible. You can contact the investigating officer at any stage for an update on the progress of your complaint.
Our response will include the outcome of the investigation, the reason for our decision and any options for further review.
If you don’t receive a response to your complaint within 90 days, or are not satisfied with our final response, you have the option of lodging a complaint:
- with the Australian Financial Complaints Authority (AFCA)
The AFCA contact details are:
1800 931 678
Australian Financial Complaints Authority
GPO Box 3
Melbourne Vic 3001