Complaint Resolution

Problem resolution is a priority for us. We have established complaint resolution procedures that aim to deal with complaints quickly and fairly. If you, or your authorised representative have a complaint about any of our financial services, please contact us directly by telephone on 132 032, 8am – 8pm (AEST), 7 days a week except Public Holidays.

If you are overseas, please call +61 2 9155 7700, 24 hours a day, 7 days a week.

We are committed to achieving the best outcomes for all of our customers.

If you are deaf or find it hard hearing or speaking with people by telephone, you are able to contact us via the National Relay Service (NRS). Prior to using their service, you will need to register with the NRS.

• TTY Users – 133 677 and ask for 1300 130 467
• Voice Relay Users – 1300 555 727 and ask for 1300 130 467
• NRS Chat Users – Accesshub and ask for 1300 130 467

If your preferred language is not English, you are able to contact us on 1300 130 467 and we will try to connect you with one of our multilingual staff members, or provide you with available options.

We aim to resolve your complaint at your first point of contact with us. If we are unable to do so within 5 business days and require more time to investigate, we will:

• Acknowledge your complaint;
• Assess and investigate it further for you;
• Provide you with a complaint reference number and our contact details;
• Keep you informed of our progress; and
• Provide you with an IDR response.

If you are not satisfied with our response and wish to proceed further, you can refer your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA is an externally managed complaints resolution scheme, of which we are a member and is free to consumers. You can contact AFCA at:

The Australian Securities and Investments Commission (‘ASIC’) has a free call Infoline on 1300 300 630. You can call this number to obtain further information about your rights. The Australian Securities Exchange (‘ASX’) also has complaints processes/procedures in place.