Complaints Handling

What to do if you have a complaint

If you have a complaint about our services, you can follow our complaints process below:


  1. Contact us and tell us about your complaint. We will advise you of how we propose to resolve your complaint within 20 business days unless further information, assessment or investigation is required or unless you agree to an alternative timeframe and will always keep you regularly informed of the progress.


  1. If your complaint is not satisfactorily resolved within 20 business days, please contact our Complaints Manager, Danielle Dickson:


Phone: (02) 8566 8100


Mail: C/- PO Box 265, Hurstville BC NSW 1481


The Complaints Manager will attempt to resolve the matter satisfactorily within 20 business days.  We will always try and resolve your complaint quickly and fairly and will keep you regularly informed on the progress.


  1. We are a member of the Australian Financial Complaints Authority (AFCA). If your complaint cannot be resolved to your satisfaction by us, you have the right to refer the matter to AFCA.




Phone:  1800 931 678 (free call)

Mail:      Australian Financial Complaints Authority. GPO Box 3, Melbourne VIC 3001

Woman typing laptop