How do I resolve a complaint?

We take complaints very seriously and we’d like to hear from you if our service has not met your expectations. Complaints are handled by our Customer Help Centre and managed in accordance with our Customer Feedback Management Policy.


Contact us 


Call us to resolve a complaint, or you can complete our feedback form and we'll call you back.

Phone-icon  1300 361 911
 Monday to Friday 8am-7pm (CST)
Email-icon  Complete our feedback form

Experience tells us that most complaints can be addressed at this level.  If however, your complaint requires specialist attention, the appropriate staff member will respond to you promptly advising the expected timeframe resolution will take.


Further help is available 


We do not anticipate a situation where we cannot resolve a complaint to your satisfaction.  However, should this happen, you have the option of referring the matter to the Ombudsman.

You can contact the Financial Ombudsman Service at:

GPO Box 3
Melbourne VIC 3001
Telephone: 1300 780 808
Fax: (03) 9613 6399
Email: info@fos.org.au
Internet: www.fos.org.au