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, a decision is not reached within 45 days of the time you first made your complaint or you are not satisfied with our response, you may be able to take your dispute to the external dispute resolution scheme noted below, subject to its Rules. 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 Australian Financial Complaints Authority (AFCA) 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 Rules. Its final determinations are binding on us.
If we are not able to resolve your complaint/dispute to your satisfaction, or a decision is not reached within 45 days from when we first became aware of your complaint/dispute, you can refer the matter to AFCA subject to its Rules. This applies even if we are still considering your complaint/dispute.
We will also advise you of the timeframe in which you must register your dispute with AFCA.
1800 931 678
Australian Financial Complaints Authority GPO Box 3 Melbourne Vic 3001
AFCA will not consider a complaint/dispute unless it is lodged before the earlier of the following time limits:
- within 2 years of the date of our final IDR response; and
- within 6 years of the date when you first became aware (or should reasonably have become aware) that you suffered the loss.
However, AFCA may still consider a complaint/dispute lodged after either of these time limits if it considers that special circumstances apply.
If AFCA advises you that its Rules do not extend to you or your complaint/dispute, you can seek independent legal advice or access any other external dispute resolution options that may be available to you.
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.