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Complaints

If you have a complaint or believe an error has been made please contact us immediately.

(a) Within 21 days of receiving your complaint we will either complete the investigation and inform you in writing of the outcome or inform you that we need more time to complete the investigation.

(b) We will generally complete the investigation of your complaint within 45 days of receiving it.

Where an investigation may continue beyond 45 days we will:

  • inform you in writing of the reasons for the delay and your right to have the matter reviewed by the Financial Ombudsman Service; and
  • inform you of a date when a decision can be reasonably expected.

(c) When we have completed our investigation we will inform you in writing of the outcome of the investigation and the reasons for our decision.

Our external dispute resolution scheme is the Financial Ombudsman Service:

Mail:
Financial Ombudsman Service Limited
GPO Box 3
Melbourne VIC 3001 Phone: 1300 78 08 08
Email:
info@fos.org.au
Website:
www.fos.org.au