How do I raise a complaint and how does the process work?

Your complaint will be recognised within 7 business days, after which we’ll aim to provide you with a solution within 14 business days. You should provide as much information as possible to assist us.

If the matter is simple we will resolve it as soon as possible. However we will aim to resolve your complaint within 45 business days. We will keep you informed of the progress of the matter throughout.

If you’re not satisfied with our proposed resolution, or it takes longer than 45 days, you may appeal the matter and contact an independent external dispute resolution service, the Australian Financial Complaints Authority. Their processes are impartial, independent and free for our customers.

You can contact AFCA via email This email address is being protected from spambots. You need JavaScript enabled to view it., call them directly on 1300 56 55 62 or by post to GPO Box 3 Melbourne VIC 3001.