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).

We will endeavour to resolve your complaint at the first point of contact between you and our officer you have been engaging with. Where this cannot be achieved, we have an internal escalation process which you can request to access. This process has an objective to reach a mutually acceptable solution to your complaint.

We will acknowledge receipt of your complaint within two working days. Our aim is to resolve your complaint within eight working days. Where we cannot reach a resolution within eight working days we will keep you informed of the progress being made with handling your complaint and provide you with a revised timeframe for resolving your complaint. At any time you may request to have your concerns escalated to our senior officers.

If you wish to lodge a complaint, please follow the steps below.

Customer complaint process

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.