Dispute resolution process
We welcome your feedback
If you ever find the service we provide is less than satisfactory, you can lodge a customer complaint by contacting us on 1300 131 689 or by filling in a feedback form. We view each customer complaint as an improvement opportunity, and we will do our best to resolve the issue to your satisfaction.

Lodging a complaint
Our complaints procedure is in accordance with Australian Standards (AS10002-2006). If you wish to lodge a complaint, please follow the steps below.
Step 1
You may lodge your complaint electronically here, or by contacting us on 1300 131 689.
Step 2
All complaints are recorded and forwarded to us for investigation and resolution. In most cases, the complaint is resolved at this point.
Step 3
If the complaint is not resolved to your satisfaction, a dispute resolution process will start and a senior customer relations consultant will investigate the matter further.
Documents
View and download documents relating to claims and procedures here.