Resolving complaints easily
We strive to do things the right way and keep our customers happy. If you have a complaint about our products or services, our objective is to resolve it in a fair, transparent and timely manner.
If you have a complaint
Regardless of whether the complaint involves our staff, assessor, investigator, Authorised Representative or the services we provide, please contact us.
We will endeavour to respond to your complaint within 15 business days.
If we cannot respond to your complaint within that period, because further information, assessment or investigation is required; we will discuss reasonable alternative timeframes with you.
We will keep you informed of the progress of our response to your complaint.
If you are not satisfied with our response to your complaint or if we cannot agree on extending the timeframe beyond 15 business days, we will treat your complaint as a dispute. This means you can have it reviewed by an internal dispute resolution officer who has the appropriate experience, knowledge and authority to manage the dispute. We will tell you who to contact for this review.
We will endeavour to respond to your dispute within 15 business days.
If we cannot respond to your dispute within that period, because further information, assessment or investigation is required, we will discuss reasonable alternative timeframes with you.
If we can’t agree on alternative timeframes, you may be able to take your dispute to the external dispute resolution scheme noted below, subject to its Terms of Reference. We will keep you informed of the progress of our review of your dispute, at least every 10 business days.
We will respond to your dispute in writing giving reasons for our decision.
External Dispute Resolution Scheme
We are a member of the Financial Ombudsman Service (FOS) Scheme which is a free of charge independent External Dispute Resolution Scheme (EDR). It is approved by the Australian Securities Investment Commission (ASIC) and reviews disputes that fall within its Terms of Reference. Its final determinations are binding on us.
If we are not able to resolve your complaint/dispute to your satisfaction, within 45 days from when we first became aware of your complaint/dispute, you can refer the matter to FOS subject to its Terms of Reference. This applies even if we are still considering your complaint/dispute.
If the FOS Terms of Reference do not cover your complaint, we will tell you about any alternative EDR options that may be available to you.
We will also advise you of the timeframe in which you must register your dispute with FOS.
Phone: 1800 367 287 or 1800 FOS AUS
Use of your information
We only ask for and take into account relevant information when deciding on your complaint.
You can seek access to information about you that we have relied on in assessing your complaint, and correct any mistakes or inaccuracies.
In special circumstances or where a claim is being investigated, we may decline to release this information (e.g. if prohibited by privacy legislation or other law, or where the release of it would prejudice us in relation to your complaint) but we will not do so unreasonably and we will give you reasons and provide them in writing on request.
Where an error or mistake in handling your complaint is identified, we will immediately initiate action to correct it.