If you have a complaint about the service provided, you should contact us in the first instance either by phone or in writing.
Our contact details are:
The Complaints Officer
PO Box 15318
City East Qld 4002
Phone: 1800 643 893
We will attempt to resolve the issue within the shortest possible time and will generally issue a response letter outlining the proposed resolution within 45 calendar days.
If you are not satisfied with our response, or if you have not received a response within the required period, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA imposes time limits within which to lodge a complaint with them. You can visit the AFCA website at afca.org.au for further information.
You can contact ACFA by:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001