If you have a concern or complaint, please tell us so that we can look into the matter for you and endeavor to address your concerns. All complaints that cannot be resolved within 3 working days will be treated as a Dispute.

We will refer the matter to our Internal Disputes Resolution (IDR) Manager who will consider and seek to resolve the dispute with you by the earlier of:

• 21 days provided we have all the necessary information.
• If more information is required or further investigation is necessary we will advise you of how long we think this process will take and agree a new time frame for responding to you.
• If a later time is agreed, the IDR Manager will keep you informed of progress on a regular basis as is reasonable in the circumstances; and
• such time limits required by law or the relevant ASIC approved external dispute resolutions scheme to which we belong

Our IDR Manager will:

Advise you of any decision they have reached in writing, including clear reasons for the decision; and

If we have been unable to resolve a dispute with you through the above process, provide you with information on how you can seek to access the Australia Financial Complaints Authority (AFCA) who are the ASIC approved independent external dispute resolution scheme we belong to. This service is free of charge.

For further details you can visit the AFCA

Website: www.afca.org.au or AFCA can be contacted:
By phone: 1800 931 678
By email: info@afca.org.au
By mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001