We love hearing when we've made a difference. If a member of our team went above and beyond, or you had a great experience working with us, we'd love to hear about it.
Compliments help us recognise the people on our team who are doing exceptional work.
If something hasn't gone as expected, we want to know. We take all feedback seriously and are committed to resolving any issues quickly and fairly.
Please contact us directly in the first instance. Most concerns can be resolved with a conversation.
We are committed to handling all complaints professionally and in a timely manner. Here's how it works:
Reach out by phone or email. Tell us what happened and what outcome you're looking for. We'll acknowledge your complaint within 1 business day.
We'll review your complaint thoroughly and work to resolve it within 5 business days. For complex matters, we may need up to 30 days and will keep you informed throughout.
We'll provide you with a written response outlining our findings and any actions we are taking. If you are not satisfied with our response, you can escalate to an external dispute resolution scheme.
If we're unable to resolve your complaint to your satisfaction, you can contact the Australian Financial Complaints Authority (AFCA) — a free, independent service. Visit afca.org.au or call 1800 931 678.