Authority Form (pdf)Authorised Third Parties
We are sometimes asked to deal with a person other than the person who wishes to make a complaint. This may be because the person is elderly, unavailable or is unwell. Or a person may feel more comfortable having someone else deal with the complaint for them, such as a family member, legal representative or financial counsellor.
If you wish to make a complaint, we will only deal with someone other than you if you authorise that person to act on your behalf. You can do this by completing the Third Party Authority form.
You can download the Third Party Authority Form (PDF) and attach it to your online complaint, or, if you are completing our PDF Complaint Form, the Third Party Authority is already included on the last page.
Once we have received the Third Party Authority, we will communicate directly with the third party representative.
About Third Parties
Who can be authorised?
Any person over the age of 18 and who appears to be competent to represent your interests can act as your third party representative. He or she may be a trusted relative or friend, a consumer advocate, a lawyer, a financial counsellor or a community worker.
There may be occasions where we will communicate with you directly or send you a copy of our communications to your third party representative. We will generally still require you to agree to any settlement that may be agreed to.
What does the third party do?
We expect your third party representative to consult with you, obtain from you any information we have asked for and respond on your behalf to comments made by the Member. We expect your third party representative to keep you informed about the progress of your complaint and, depending on their qualifications and expertise, to advise you and help you make decisions about how best to settle the complaint.
Are there costs involved?
Some third parties, such as solicitors, may charge you a fee for acting for you. You are responsible for these costs and they cannot be recovered from the Member under our process, regardless of the outcome of your complaint.
If you need further assistance, please contact us us on 1800 138 422.