Terms and conditions and other important information
Terms & Conditions
We are here to listen and work with you in resolving your complaint. The feedback helps us understand where we can improve.
Tell us about your concern and allow us the opportunity to assist you in resolving any concerns you may have. To help us resolve your complaint, we suggest you provide as much detail as you can such as dates, times, key events and so on.
Call us on 1300 415 445 or +612 8288 2061 if outside Australia, or click here to make an online complaint .
If you would like to escalate a complaint, the first thing to do is to call or email us about your concerns. We will try to resolve your complaint to your satisfaction, however, if you are not satisfied, you can escalate your complaint in the following ways.
Phone: 1300 350 525 or +612 8288 2062 if outside Australia
Mail: Customer Relations Unit, GPO Box 204, Sydney NSW 2001
If you feel the dispute resolution process was not fair, you remain unhappy or your complaint is not resolved within the appropriate timeframes you may seek further assistance.
The Customer AdvocateWe have appointed an impartial Customer Advocate to assist in reaching fair outcomes during the complaint process to make it easier for customers when things go wrong.
Mail: Customer Advocate, GPO Box 204, Sydney NSW 2000
Australian Financial Complaints Authority (AFCA)AFCA offers an independent dispute resolution process to individual customers who have been through the banks complaints process.
Online: www.afca.org.au Phone: 1800 931 678 (free call) or Fax: 03 9613 6399 Mail: Australian Financial Complaints Authority (AFCA), GPO Box 3, Melbourne VIC 3001
If you experience a sudden change in your life which causes unplanned financial hardship, we may be able to help with providing you with short term financial relief and longer-term support.
Depending on your circumstances, these include temporary relief on your credit card repayments, extensions or a variation of your contract. As your situation improves, you can contact us to discuss adjusting our support according to your needs.
If you think you are experiencing Financial Hardship, call 1800 133 397, from 9am-5pm, Monday – Friday.
You can get free independent counselling and advice from a Financial Counsellor. For a comprehensive listing of Financial Counsellors please visit the FCA website: financialcounsellingaustralia.org.au/Home
To talk to a Financial Counsellor by phone (or for referral) call 1800 007 007 from anywhere in Australia.