Guides and Brochures

Brochures

How can we help? When we receive a complaint, we impartially assess the information provided by you and the person you are complaining about, and allow each of you to respond to the issues raised by the other...

Guides

Guide to the Complaints Process

This guide summarises the processes and procedures we apply when handing a complaint...

Guide to Conciliation Conferences

A conciliation conference provides the parties to a dispute with an opportunity to share information, discuss the issues further and attempt to settle the dispute with the facilitation of an independent conciliator...

Guide to Financial Hardship

If you’re finding it difficult to meet your repayments or if you’ve received a default notice from your lender, you should contact your lender as soon as possible to discuss your situation. You should also seek advice from a financial counsellor or a community legal centre...