Complaints and Dispute Resolution

1. Our Commitment

We are committed to providing a high standard of service.

If something goes wrong, we take complaints seriously and aim to resolve them quickly, fairly, and transparently.

2. How to Lodge a Complaint

You can lodge a complaint by:

Please include:

  • Your name and contact details
  • Details of your complaint
  • Any supporting information

3. Our Process

Acknowledgement

We will acknowledge your complaint within a reasonable timeframe (typically within a few business days).

Investigation

We will:

  • Review your complaint
  • Gather relevant information
  • Assess the issue objectively

Response

We aim to provide a final response within 30 days.

If more time is required, we will inform you.

4. Possible Outcomes

We may:

  • Provide an explanation
  • Offer a solution or remedy
  • Take corrective action

5. If You’re Not Satisfied

If you are not satisfied with our response, you can escalate your complaint to:

Australian Financial Complaints Authority (AFCA)

AFCA is a free and independent dispute resolution scheme.

6. No Cost to You

Our internal complaints process and AFCA services are provided free of charge.

7. Record Keeping

We maintain records of complaints to:

  • Improve our services
  • Identify recurring issues
  • Ensure compliance