Resolve an issue
If you have a concern, please get in touch with us. You can do this by phone or by email.
If you require further assistance in contacting us, such as National Relay or Translation Services, please visit our contact us page.
We will take the time to understand the issue and do everything we can to fix it. In most cases, we can resolve these things on the spot but, if this isn’t possible, we’ll let you know when you can expect us to get back to you.
Complaints handling and dispute resolution
Get a solution
If after working with our team you aren't satisfied with the outcome, you may request for your complaint to be escalated to our dedicated Resolutions Team. They will review your concerns using our internal dispute resolutions process. This service is free of charge.
Please phone us or email firstname.lastname@example.org and a member of the team will be in touch to acknowledge your complaint within one business day.
We aim to resolve complaints as soon as possible. If your complaint is related to hardship or a default, we will respond within 21 calendar days. All other complaints are handled within a maximum of 30 calendar days from receipt. We will let you know if we need more time to resolve your complaint.
Our Complaints Handling Policy can be found here.
If you’re still not satisfied with the outcome, you can refer your matter to the Australian Financial Complaints Authority (AFCA) which provides a free, independent dispute resolution service: