Complaints

Defining a Complaint

A complaint refers to any expression of dissatisfaction made to or about us, our services, products, staff, or the handling of a previous complaint, where a response or resolution is expected, either explicitly or implicitly, or is required by law.

How to Lodge a Complaint

If you have a complaint, we encourage you to reach out to us as soon as possible. You may lodge a complaint through any of the following channels:

• Registered Office: Level 8/121 Marcus Clarke St, Canberra ACT 2600, Australia
• Corporate Headquarters: Level 21, 25 Grenfell Street, Adelaide, South Australia, SA 5000, Australia
• Phone: +61 (8) 8472 9404
• Email: [email protected]

Complaints Handling Process

1. Acknowledgment: We will acknowledge receipt of your complaint within 1-2 business days. This acknowledgment will include information about how your complaint will be handled, expected timeframes, and the next steps.
2. Investigation: Once your complaint is acknowledged, we will thoroughly investigate the issue. During this time, we may request additional information or documents from you to help resolve the matter.
3. Resolution: We aim to resolve most complaints within 14 business days. If more time is needed, we will keep you informed of the progress and provide regular updates.
4. Final Response: Once our investigation is complete, we will provide you with a formal response that outlines the outcome of our investigation and any actions we have taken or will take to resolve your complaint.

Escalating a Complaint

If you are not satisfied with the outcome of your complaint or how we have handled it, you have the right to escalate the matter to an external dispute resolution scheme:

• Australian Financial Complaints Authority (AFCA):
• Website: www.afca.org.au
• Telephone: 1800 931 678 (free call within Australia)
• Mail: GPO Box 3, Melbourne VIC 3001

Our Commitment

Your feedback is invaluable to us, and we are committed to addressing your concerns promptly, transparently, and fairly. Rest assured that we will handle your complaint with the utmost care and diligence, in accordance with applicable laws and regulations.