Compliments and concerns

We always work hard to build strong and lasting relationships with  our valued customers. By listening to your feedback, not only can we  address any immediate concerns you may have, we will also continually  improve our products and services. 

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.

You can share your Compliments and Concerns as explained below

Our representatives are always delighted to know that they have  succeeded in making your experience a pleasant and successful one.

If one of our representatives has provided you with exceptional  service in any way, please let us know using the details below, so that  we can further encourage them via this feedback process.

If for any reason, you do not feel that you have received the highest  standard of care from us, we encourage you to share this with us. We  have developed a process that makes it easy for you to tell us of your  concerns and for them to be addressed quickly and fairly.

If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.

If you have lodged a complaint with us, you can contact us at any  time to ask for an update on its status. Contact us through any of the  methods listed above and please be sure to refer to your earlier  communication so that we can respond effectively.

We will write to you to acknowledge your complaint within 24 hours to ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event, we are still investigating your complaint after 30 days we will write to you to explain why and to let you know when we expect to have completed our investigation. In the event, you are not satisfied with our response, you can lodge your complaint with AFCA..

We hope that you will be satisfied with how we deal with your  complaint. However, if your concerns remain unresolved, or you have not  heard from us within 30 days, then you can have your complaint heard by  an independent party.

You can lodge your complaint with the Australian Financial Complaints Authority (AFCA). 

Online:    www.afca.org.au
Email:     info@afca.org.au
Phone:    1800 931 678 (free call)
Mail:        Australian Financial Complaints Authority
               GPO Box 3, Melbourne VIC 30