How to make a complaint, compliment or provide feedback
We value your feedback regarding our performance and we’re committed to resolving any concerns you may have.
Talk to us
Our customer service team is your first point of contact for any enquiries, raising concerns or providing feedback. Our contact details are below. We will do our best to resolve your concerns genuinely, promptly, fairly and consistently, and keep you informed of the progress.
If you are not satisfied with the response to your complaint or feedback, your concerns will be escalated to our Complaints Resolution Centre.
13 16 14
Mon - Thur, 8.30am - 7pm (Sydney/Melbourne time)
Fri, 8.30am - 5.30pm (Sydney/Melbourne time)
Write to us
Complaints Resolution Centre
GPO Box 7086
Sydney, NSW, 2001
External dispute resolution
If your concerns have not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA) who provides fair and independent financial services complaint resolution that is free to consumers.
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.The AFCA contact details are:
1800 931 678 on weekdays (except on public holidays) from 9am to 5pm (AEST)
Australian Financial Complaints Authority
GPO Box 3
Melbourne, Victoria, 3001