Disclosures
Complaints
If something has not gone the way it should, we want to know. Here is how to tell us and what happens next.
Preview draft — not approved policy
2 sections need owner-supplied details or legal review before this page is published.
How to make a complaint
Use the contact form on our Help page and choose “Complaint”. Tell us what happened and what you would like us to do. You do not need to use any particular words.
Awaiting owner input: Supply complaints email, phone and postal address.
What happens next
We will acknowledge your complaint, look into it and give you a written response. If we need more time, we will tell you why.
Awaiting owner input: Confirm acknowledgement and response timeframes in line with ASIC RG 271.
If you are not satisfied
You can contact the Australian Financial Complaints Authority (AFCA), a free, independent external dispute resolution service.
Website: afca.org.au · Email: info@afca.org.au · Phone: 1800 931 678 (free call) · Mail: GPO Box 3, Melbourne VIC 3001.
Help making a complaint
If you need an interpreter, use the National Relay Service, or would like someone to make a complaint on your behalf, let us know.
Questions? Visit Help or read our complaints process.