Complaints handling

1. Complaints policy

We are your first point of contact if you have an enquiry or would like to make a complaint. You can make a complaint in person, by telephone, letter or email. We will provide assistance to you if necessary. Depending on the nature of your complaint, we may ask you to submit your complaint in writing to ensure we fully address your areas of concern. Our contact details are:

  • Telephone: (02) 8098 1504
  • Email Address:
  • Postal Address: Level 2, Lawson Place, 167 Phillip Street, Sydney NSW 2000
  • Visit: Level 2, Lawson Place, 167 Phillip Street, Sydney NSW 2000

2. Our steps

Upon receipt of your complaint, we will:

  • Provide a written acknowledgement within one business day,
  • Consult with the relevant staff, having regard to the nature and complexity of the complaint,
  • Investigate the complaint and make reasonable enquiries to resolve the complaint,
  • Keep you updated of the progress of the complaint,
  • Attempt to resolve the complaint in an expeditious manner with fair and genuine consideration,
  • Prepare and give you a written final response within 30 days of receiving the complaint, or if we are unable to provide a final response within 30 days, provide you with:

                 - the reason for the delay, information about your right to complain to the Australian Financial Complaints Authority (AFCA), and

                 - AFCA's contact details

  • If your complaint has been resolved within five days of receiving the complaint, we will not provide a written final response unless you request one,
  • Keep a record of the complaint, and
  • Handle your complaint and personal information in accordance with our Privacy Policy.

3. Escalating complaints

If you have a complaint, the first step is to make an enquiry or complaint through us. You may be able to escalate your complaint to AFCA.

  • Postal Address: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
  • Telephone (Australia): 1800 931 678
  • Facsimile: (03) 9613 6399
  • Email:
  • Website:
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