Make a Complaint

Step 1: Resolving your complaint with the Member

Referring your complaint to the Member, giving them an opportunity to address it:

• Talk to the person you originally dealt with, if you want to take your complaint further ask to speak to the Complaints Contact Person.
• Ask for a copy of their complaint procedure. We recommend writing to the Member, make sure you keep records of this and details of conversations you have.
• Clearly explain why you are dissatisfied and what you are seeking. Provide copies of information such as statements, advertisements or notes of telephone calls.
• Ask for your final response in writing, this will usually come from the Complaints Contact Person.

Step 2: Making a complaint with us

If you are not satisfied with the Member’s response or if you do not receive a response from the Member within 45 days, you can make a complaint to us:

• Read our Frequently Asked Questions (FAQs). These answer some common questions asked and will help you understand the complaint process.
• Review the Complaints Covered and Rules to see what we can consider.
• Contact us if you have any further questions on 1800 138 422.

What happens next?

Once we receive your complaint, we will confirm receipt by phone, email, letter or fax within 3 working days and inform you of the Case Manager who has been assigned to your case.