How can I make a complaint?

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 if outside Australia

Step 2: Escalate your complaint
The first thing to do is contact us regarding your concerns. We will try to resolve your complaint to your satisfaction and if not, you can escalate it to a manager.
Phone: 1300 350 525 or+612 8288 2062 if outside Australia
Mail: Customer Relations Unit, GPO Box 204, Sydney NSW 2001

Step 3: Seek an Independent Review
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.

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

Daniel Thompson
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