Feedback
Compliments and concerns handled fairly and professionally
We value your feedback and are committed to resolving concerns fairly, promptly, and professionally while continuing to improve our service.
Our commitment
We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback, we can address immediate concerns and continue improving our products and services.
How we help
Ways to share your feedback
Whether you want to recognise great service or raise a concern, we want the process to be clear, respectful, and easy to follow.
Compliments
If one of our representatives has provided exceptional service, we would love to hear about it so we can recognise and encourage them.
Concerns
If we have not met your expectations, we encourage you to tell us so we can address your concerns quickly and fairly.
Need an update
If you have lodged a complaint, you can contact us at any time for a status update and refer to your earlier communication.
Resolution process
We acknowledge complaints within 24 hours, investigate promptly, and provide written updates if more time is needed.
Taking it further
If your concerns remain unresolved, or you have not heard from us within 30 days, you can contact the Australian Financial Complaints Authority.
Fair communication
If you contact us by mail or email, please include as much detail as possible so we can respond effectively.
Our process
How we handle feedback and concerns
We aim to make the process transparent, timely, and fair from the moment you contact us through to the final outcome.
What you can expect
- We welcome both compliments and concerns
- We acknowledge complaints within 24 hours
- We investigate concerns as quickly as possible
- We provide written updates if a matter extends beyond 30 days
- We explain the outcome and reasons for our decision in writing
If you need independent help
- Australian Financial Complaints Authority
- Online: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678
- Mail: GPO Box 3, Melbourne VIC 3001
Our approach
A fair and transparent feedback process
We know there are times when you may wish to compliment us on something we have done well and other times when you may wish to tell us we have not met your expectations.
Frequently asked questions
Frequently asked questions
Quick answers about compliments, concerns, updates, and external complaint handling.
Can I send a compliment as well as a complaint?
Yes. We welcome compliments when our representatives have provided exceptional service, and we also encourage you to raise any concerns if we have not met your expectations.
How quickly will my complaint be acknowledged?
We will write to acknowledge your complaint within 24 hours so we can begin treating the matter fairly and promptly.
What if I want an update on my complaint?
You can contact us at any time for a status update. Please refer to your earlier communication so we can respond effectively.
What happens if the investigation takes longer than 30 days?
If we are still investigating your complaint after 30 days, we will write to explain why and let you know when we expect to complete our investigation.
Who can I contact if my concern is still unresolved?
If your concerns remain unresolved, or you have not heard from us within 30 days, you can have your complaint heard by the Australian Financial Complaints Authority.
Are there time limits for contacting AFCA?
Yes. Time limits may apply to complain to AFCA, so you should act promptly or consult the AFCA website to find out whether a time limit applies to your circumstances.
Need to share feedback or raise a concern?
We are committed to listening carefully, responding fairly, and keeping you informed throughout the process.