We will acknowledge your complaint within 1 business day.
We will keep you informed about the progress of your complaint at least every 10 business days, unless it is resolved earlier or you agree to a different timeframe.
If all the relevant information has been received, we will, within 10 business days of receipt of a complaint either:
- Complete the investigation and advise you of the outcome (if the outcome is in your favour) or
- Refer the matter to our client (if it falls outside our authority to handle or to perform a second-stage review) or
- Advise you if we need additional time to complete our investigation.
Once we have completed our investigation we will advise you in writing of the outcome. If the outcome is not in your favour we will:
- Advise you of the reasons for our determination; and
- Advise you that you may refer your complaint to the Australian Financial Complaints Authority (AFCA) who can be contacted on the below details.
Website: www.afca.org.au
Telephone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Please note: You may refer your complaint to the Australian Financial Complaints Authority (AFCA) at any time.