Do you have a complaint? Call 1800 138 422

Help

If you need assistance with your complaint, filling in the complaint form or need any other assistance, please contact us on 1800 138 422.

Languages

We can also assist you through a language interpreter, simply call 13 14 50.

Legal advice

Unfortunately we cannot provide legal advice, however you can visit our complaint resources page to find a service provider that can help you.

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:

Make a complaint online

Alternatively, download the complaint form and post it to us:

Complaint form (pdf)

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.

Complaints process Complaints covered