How We Resolve Your Complaints
If you have a complaint about our products or services (even if through one of our service providers) or our complaints handling process, please let us know so that we can help.
Resolving your complaints
You can contact us:
By phone
1800 112 481
In writing
PO Box 384
Gosford NSW 2250
By email
Please include the full details of your complaint and explain what you would like us to do.
Rest assured this is what we will do. When we receive your complaint, we will consider all the facts and attempt to resolve your complaint by the end of the next business day.
If we are not able to resolve the matter to your satisfaction, it will be referred to the relevant team leader or manager, who will review your complaint and contact you with their decision within 5 business days of us receiving your complaint.
If you remain dissatisfied the matter will be referred to our Internal Dispute Resolution (IDR) team. Our IDR team will review your complaint, and provide you with their final decision within 15 business days of your complaint being referred to them.
The contact details for our IDR team
By phone
1300 240 787
In writing
Internal Dispute Resolution
CIL
GPO Box 14180
Melbourne City Mail Centre
MELBOURNE 8001
By fax
1300 316 047
By email
If we require additional information for our assessment or investigation of your complaint, we will agree with you a reasonable alternative timeframe to resolve your complaint.
If we are unable to resolve your complaint within 45 days, you may take your complaint to the Australian Financial Complaints Authority (AFCA), even if we are still considering it. The contact details for AFCA are set out below.
What if you are not satisfied with our final IDR decision?
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the AFCA. AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.
Any decision the AFCA makes is binding on us, provided you also accept the decision. You do not have to accept their decision and you have the option of seeking remedies elsewhere.
You can contact AFCA:
By phone
1800 931 678 (free call)
By email
In writing
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
By visiting
