Fair review
Complaints handling
Tell us when a service, decision or interaction has not met your expectations. Raising a complaint is free and does not affect your right to receive ordinary support.
1. What counts as a complaint
A complaint is an expression of dissatisfaction where you expect a response or resolution. It may concern account access, information, a payment, service quality, privacy or how a previous request was handled.
2. How to submit it
Email [email protected] with “Complaint” in the subject. You may also ask a support agent to record an oral complaint and provide the reference number.
3. Information to include
Give your name, safe contact details, relevant dates, transaction or case references, a clear description and the outcome you seek. Do not send passwords, one-time codes or unnecessary identity images.
4. Our review process
Client Support & Compliance acknowledges the matter, gathers records, identifies the issues and assigns a reviewer with suitable authority. We may ask focused questions when information is missing.
5. Response timeframes
We aim to resolve simple matters promptly and provide a written final response within the period required for the applicable Australian financial service. If more time is lawfully needed, we explain the reason and available escalation.
6. Outcomes
A response explains what we found, the information considered and any correction, apology, service action or financial remedy. If the requested outcome is not accepted, reasons are provided.
7. External review through AFCA
If an eligible financial complaint remains unresolved, you may contact the Australian Financial Complaints Authority. AFCA is independent and free for consumers, subject to its rules and time limits.
Current contact details and eligibility information should be checked at afca.org.au. Escalation does not prevent the parties from continuing to seek a practical resolution.
8. Our commitments and contact
We do not charge for complaint handling or treat a customer adversely for raising a concern. Accessibility needs, vulnerability and preferred communication methods are considered where practical.
Send complaints to [email protected] or Client Support & Compliance, 48 Bunda Street, Canberra ACT 2601, Australia. Keep copies of messages and attachments.