Complaints

This complaints policy was last updated 29th June 2021

Complaints Management Process

We provide this information to assist you with making a complaint.  There is no charge at any stage for accessing any part of the complaint management process.

If you are unhappy or dissatisfied with our decision or any aspect of our service, then we want to hear from you.

Making a Complaint

You can tell us…

  • By phone (Ph: 02 9251 8055)

We will put you in contact with an appropriate person to deal with your complaint.

  • In Writing (PO Box R299, Sydney NSW 1225)

Send us the full details of your complaint together with supporting documents and an explanation of your expectations.

Send us the full details of your complaint together with supporting documents and an explanation of your expectations.

  • In Person (Please ring first: 02 9251 8055)

If you would like to come in to talk to us at our office, please call and we will arrange an appointment.

Resolving a Complaint

The requirements for how complaints must be managed is changing from 1 July 2021.  For this reason there are some differences in the handling of complaints received up to an including 30 June 2021 and for complaints received after that date.

For complaints received after 30 June 2021

In responding to your complaint we will:

  • Acknowledge we have received it;
  • Allocate handling of the complaint to a person with appropriate authority, knowledge or experience;
  • Inform you of the name and the relevant contact details of the person assigned to manage the complaint;
  • Listen to you, consider the facts and contact you to resolve your complaint as soon as possible;
  • Only ask for information that is relevant to our decision;
  • Keep you informed of progress at least every 10 business days;
  • Make a decision about the complaint within 45 calendar days;
  • We will give you the information that we relied on when making a decision about your Complaint within 10 business days of you asking us for that information.

We have internal processes for escalation of a complaint.  If we are unable to provide you with a final decision within 45 calendar days, we will inform you before the end of that period of the reasons for the delay. For retail products we will also advise you of your rights and your options to escalate your complaint to external dispute resolution.

Where the resolution of a complaint takes longer than 5 business days we will provide a written response. The content will vary depending on the nature of the complaint but will typically include an explanation of the outcome of the IDR process with enough detail for you to understand the basis of the decision.

For complaints received on or before 30 June 2021

Most of the process is the same as above but please note the following differences:

  • We will respond to your complaint within 15 business days of the date of receipt of your complaint, provided we have all necessary information and have completed any investigation required.
  • If we cannot respond within 15 business days because we do not have all necessary information or we have not completed our investigation we will let you know as soon as reasonably practicable within the 15 business day timeframe, and agree a reasonable alternative timetable with you.
  • If you are not satisfied with our decision or we are not able to resolve your complaint within 15 business days and have not agreed on an alternative timetable, then you or we can escalate the complaint to our Internal Disputes Resolution (IDR) Panel.  This is a panel of senior personnel brought together to consider the complaint.
  • The IDR Panel process will be completed within 15 Business days provided we have all necessary information and have completed any investigation required.
  • If we are still unable to resolve the complaint to your satisfaction or within appropriate timeframes, you will have the right to take the matter to external dispute resolution.

External Dispute Resolution

If your complaint has not been resolved to your satisfaction, you may be able to lodge the complaint with the Australian Financial Complaints Authority (AFCA).  AFCA provides fair and independent financial services complaint resolution that is free to consumers.  There is some helpful information available on their website.  You can contact them by:

Website:            www.afca.org.au

Email:                info@afca.org.au

Telephone:        1800 931 678 (free call)

In writing:          Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

AFCA’s decisions are binding on us in accordance with AFCA’s rules, provided you accept the decision.  However, where you do not agree with the decision, you may pursue alternatives such as legal advice or other external dispute mechanisms.

If your complaint relates to privacy, you may also communicate with the Office of the Australian Information Commission.

Managing unreasonable complaint conduct

We will consider the substance of all complaints. However, we will not continue to investigate or deal with a complaint where we consider the conduct of the person making the complaint is unreasonable.

Unreasonable conduct may include (but is not limited to):

  • abusive, trivial or vexatious behaviour;
  • inappropriate demands or expectations;
  • excessive or persistent repetition of an issue, or
  • persistent contacting of staff while a complaint is being investigated or after an outcome has been provided.