FAQ Category: Complaints

What happens to my complaint after it has been resolved?

We record the necessary details of your complaint and develop a report for senior leaders who drive initiatives to address customer feedback. Of course, your privacy is respected and the specific details of your complaint will remain confidential. The report provides the following information: A description of your complaint The products and or services you…

What if I am unhappy with the outcome of the complaint?

If despite our best efforts, you believe that we have not dealt with your complaint fairly, or you believe the outcome to be unfair you can seek an independent review. We ask that you provide us with the opportunity to resolve your complaint (outlined in step 1 and 2 of the Complaints Section) before seeking…

I have a Privacy Concern – what do I do?

Respecting and protecting our customers privacy is a key part of our commitment to you. We endeavour to be transparent with you and make sure that you have access to information we hold about you. For more information on complaints relating to your privacy or credit reporting, you can review the Citi Privacy Policy that…

What do you consider when making a decision for a complaint?

We review each complaint on a case by case basis, taking into account the facts that resulted in the complaint, contractual obligations, any applicable laws and ASIC guidance and regulations that apply to credit products. In making a decision on a complaint we will consider the following: – What is fair and reasonable– Code of…

When can I expect my complaint to be resolved?

Where possible we will try to resolve your complaint on the spot, however, depending on the nature of your complaint we may need more time to work through it with you:If we anticipate that your complaint will take longer than 21 days to resolve, we will contact you within this time to provide you with…

How can I make a complaint?

Step 1: Let us know Tell us about your concern and allow us the opportunity to assist you in resolving any concerns you may have. To expedite the resolution of your complaint we suggest you provide as much detail as you can such as dates, times, key events.Phone: 1300 415 445 or +612 8288 2061…