We have an internal procedure for dispute resolution so that if at any time our
products or services have not satisfied your expectations you can contact us to
lodge a complaint in any of the following ways:
If you have a complaint, please give us every opportunity to try to resolve your complaint.
Step 1 Operations Manager Review
If you are not satisfied with our initial response, your complaint will be referred
for review by the Operations Manager who will respond to you within fifteen business
Step 2 Internal Dispute Resolution Committee
If the complaint is still not resolved to your satisfaction, you can ask for your
complaint to be referred to our Internal Dispute Resolution (IDR) Committee for
review. The IDR Committee members are independent and have the authority to review
the decision. The IDR Committee will inform you of the final decision within fifteen
Financial Ombudsman Service
If your concern still remains unresolved to your satisfaction, you can seek an external
review of the decision by contacting the Financial Ombudsman Service (FOS) within
two years of us informing you of our final decision.
You can contact the FOS:
- By phone on 1300 780 808
- By writing to GPO Box 3, Melbourne VIC 3001
- By fax on (03) 9613 6399
- By email at firstname.lastname@example.org
- By logging on to the Web at www.fos.org.au
FOS is without cost to you and the decision of the FOS is binding on us.