We take great pride in providing a high standard of service to our members. We love hearing about when we’ve provided you with a great experience, but we also know sometimes things don’t always work out the way they should, and it’s important to let us know so we can attempt to make things right.
Your valuable feedback, whether positive or negative, is important, as we are committed to providing our members with the best service experience possible.
We’d love to hear about how we have made your day, whether it’s through a positive experience using one of our products or services, or how a member of our team made something easier, quicker or special for you.
Tell us about your experience so we can pass on the compliment and strengthen what we do well.
Give a compliment
We understand that at times, our products and services or the way we deliver them may not always meet your expectations. If this happens, it’s important we know about this as soon as possible, so we can work with you to resolve the issue.
We promise to listen and to take your complaint seriously. We will also use this information to strengthen our products, services and member experience.
Once you have raised your complaint with us, we will work with you to find a fair resolution. This may take time depending on the nature of your complaint, but we will proactively keep you updated throughout the process as we work through your complaint.
If you’re unhappy with the resolution
We genuinely want all our members to have an exceptional experience with us and will try to remedy any concern you have to alleviate the need to refer your complaint to an external dispute resolution service.
If, however, you are dissatisfied with the outcome of our review of your complaint, you can contact our Member Advocate Office or lodge a complaint through the external dispute resolution service.
Financial services product (Banking and Insurance)
Australian Financial Complaints Authority
Phone: 1800 931 678
Mail: GPO Box 3 Melbourne VIC 3001
Non-financial services product
Office of Fair Trading
Phone: 13 74 68
Mail: GPO Box 3111 Brisbane Qld 4001
Log a complaint