This policy explains how you can make a complaint, our measures for handling your complaint, and the steps you can take if you are not satisfied with our response to your complaint or the time that it takes for us to respond.
When we use the term “IDR”, we mean “internal dispute resolution”.
The purpose of this Complaints Policy is to set out the information required to be in a Complaints policy by ASIC Corporations, Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98 (“the Instrument”). The Instrument is a legislative instrument made by the Australian Securities and Investments Commission (“ASIC”).
We adopted the current version (HN0421) of this Public Complaints Policy on 5 October 2021.
What is a complaint?
A complaint is:
“An expression of dissatisfaction made to or about us; related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.
How to make a complaint
You can make a complaint to us in any of the following ways:
When making your complaint please tell us:
If you need help to make a complaint
If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint.
We can also arrange an interpreter for you and help you to fill out forms or express your complaint.
How we will deal with your complaint
We will acknowledge receipt of your complaint promptly and try to resolve it as quickly as possible.
When acknowledging your complaint, we will have regard to the method of communication that was used to lodge the complaint and any preferences you have communicated to us in relation to the way in which you wish for us to communicate with you.
Investigation of your complaint
We may need some time to investigate your concerns and may also request that you provide us with further information to assist with our investigation.
We will provide you with our written reasons for the outcome of your complaint (“IDR Response”) no later than 30 days after receiving your complaint.
However, we are not required to provide you with an IDR Response if:
Our IDR Response will also inform you of your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA offers a free and independent dispute resolution for financial complaints to individuals and small businesses.
If we reject your complaint (whether in full or in part), our IDR Response will:
Delay in providing an IDR Response
If we are not able to provide our IDR Response to you on time because your complaint is complex or because of circumstances beyond our control, we will write to you to explain the reasons for the delay and inform you of your right to complain to AFCA and provide you with AFCA’s contact details.
Escalating your complaint
If you are not satisfied with our response to your complaint, you can escalate your complaint to AFCA.
We are a member of AFCA and our membership number is 83334.
You can contact AFCA using the following details: