You can lodge a complaint using any of the options detailed above. The simplest way to resolve a complaint can be to discuss it with us by calling 1300 300 273 (8am – 8pm AEST/AEDT weekdays).
If we’re unable to address your concerns over the phone, we’ll acknowledge your complaint and investigate further with the relevant internal team or with our insurer (as applicable).
While we aim to finalise all complaints as soon as possible we will generally address your concerns within 45 days of receiving your complaint unless it is exceptionally complex. In the event we’re unable to meet the timeframe, we’ll contact you beforehand to let you know why and we’ll make sure that we keep you informed about our progress on a regular basis.
Once we’ve made a decision about your complaint, we’ll write to you to tell you what the decision is, and the reasons why we’ve made this decision.
For further information about our complaints process, download our Complaints Policy.