Complaints and disputes

We'll acknowledge your complaint within 24 hours of receiving it, or as soon as practicable.

Our aim is to resolve complaints within three business days. However, some complaints may take longer. We aim to resolve more complex complaints within 21 calendar days. In this case, we will give you the name and contact details of the person managing your complaint. If we need longer, we'll let you know and will continue to provide progress updates.

If you are not satisfied with the outcome of our investigation, you can request that it be reviewed by our Internal Dispute Resolution Committee.

If you're still dissatisfied

If you are still dissatisfied following a review by our Internal Dispute Resolution Committee, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent organisation that resolves disputes between consumers and financial service providers.

Please note that AFCA is unable to deal with your dispute unless you have attempted to resolve the issue with us first.

AFCA

• Web: www.afca.org.au
• Phone: 1800 931 678 (free call)
• Email: info@afca.org.au
• Post: GPO Box 3, Melbourne, Victoria, 3001.

If your dispute involves privacy issues and has not been resolved to your satisfaction, we'll refer you to the Office of the Australian Information Commissioner (OAIC) so you can lodge a complaint:

• online using the privacy complaint form found on www.oaic.gov.au or
• in writing to Office of the Australian Information Commissioner, GPO Box 5288, Sydney NSW 2001.

OAIC (enquiries only)

• Web: www.oaic.gov.au
• Phone: 1300 363 992
• Email: enquiries@oaic.gov.au
• Post: GPO Box 5288, Sydney, NSW 2001.