Archives: FAQs

AFCA offers an independent dispute resolution process to individual customers who have been through our internal complaints process. Online: www.afca.org.au Phone: 1800 931 678 (free call) or Fax: 03 9613 6399 Mail: Australian Financial Complaints Authority (AFCA), GPO Box 3, Melbourne VIC 3001

If you feel the dispute resolution process was unfair, that your complaint was not resolved within the appropriate timeframe, or if you remain unhappy with the outcome, you can contact the Australian Financial Complaints Authority (AFCA).

The first thing to do is talk to one of our consultants about your concerns. Our consultant will try to resolve your complaint to your satisfaction and if not escalate it to a Complaints Specialist Case Manager within our Customer Resolutions Team. Our Customer Resolutions Team is contactable by: Email:           …

Where possible we will try to resolve your complaint on the spot, however, depending on the nature of your complaint we may need more time to work through it with you.

Please tell us about your concern so that we can assist you in resolving any concerns you may have. Ensure you provide us with as much detail as you can, including dates, times, and key events. Phone:         1300 350 525 or +61 2 8908 6196 if outside Australia Online:      …