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Our Advice centres
In light of the evolving Coronavirus (COVID-19) situation in Victoria, Bendigo and Geelong offices will remain closed for appointments / walk ins.
We’ll continue to closely monitor the situation in real time based on the advice of the World Health Organisation and Australia’s Chief Medical Officer.
We request that you call our Member Services team on 1300 366 216 for any assistance. It’s important to note that we are currently experiencing a high volume of calls, which means you may wait longer than usual to speak to a member of our team.
We apologise for any inconvenience these changes may cause, but we really do appreciate your patience and understanding at this time.
We take member feedback and concerns seriously. If you're not satisfied with our products or services, we have a complaint resolution process to address your concerns.
How to lodge a complaint
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.
External dispute resolution process
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:
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority - GPO Box 3, Melbourne Vic 3001
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