Complaints

Please let us know if you’d like help making your complaint, or want someone to do it on your behalf, such as a financial counsellor, legal representative, family member or a friend. If you want someone else to act on your behalf, you will need to complete a third party authorisation form if you haven’t already done so before we speak to them.

Here’s what we do when we get a complaint:

We will acknowledge it.

We’ll let you know we’ve received your complaint, usually within one business day.

We will evaluate it.

We’ll review all the information and assess how we can address your complaint.

We’ll work with you on a resolution.

We will work with you to find a fair outcome as quickly as possible. Sometimes it might take longer, for example, if we need more information.

We will write to you.

We’ll let you know the outcome as soon as we know it. If your complaint is to do with hardship, a default notice or the postponement of enforcement proceedings, we’ll let you know the outcome in under 21 days (unless we need more info). Otherwise, you’ll know the outcome within 30 days.

We manage all complaints as described in our Complaints Policy.

If you’re not satisfied with our final response, or how we’ve handled things, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA’s a free, fair and independent complaint resolution service. Here’s how to contact them.

Website: afca.org.au

Phone: 1800 931 678

Email: info@afca.org.au

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