Feedback and complaints
Your feedback is important to us. If you have a complaint about the service we’ve provided, please follow the steps below and we will do all we can to resolve any issues as soon as possible.
Step1: Contact our team
The first thing you can do is contact our team to let us know what’s occurred. They may be able to help resolve it immediately over the phone.
You can contact us on these numbers:
13 54 33 (Australia only)
+61 3 9285 4512 (International clients)
Step 2: Contact the Internal Disputes Resolution (IDR) team
If your initial complaint can’t be resolved with our team, they can transfer you to our IDR team. Or you can email us using the contact form .
Or write to us at:
PO Box 5054
South Melbourne VIC 3205
A member of the team will then escalate it to our IDR Team, who will then contact you directly.
Step 3: Contact an external organisation
When you receive confirmation that we’ve received your complaint, we’ll also provide contact details for an external dispute resolution (EDR) organisation - the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Australian Financial Complaints Authority
Time limits may apply to complaints to AFCA. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.