Complaint Resolution Guide for Customers
What is a Customer Complaint?
An expression of dissatisfaction conveyed about a product, advice or service offered or provided.

As part of our policy of customer care we have in place an internal dispute resolution mechanism which meets the requirements of the Corporations Act 2001 and SIS Legislation. Our process and procedures comply with the Essential Elements of the Australian Standard AS4269-1995 for Complaints Handling, and the minimum requirements of the Australian Securities and Investment Commission (ASIC) Policy Statement PS165.

A summary of the steps you can take if you have a complaint follows:

Contact us and explain the problem. Your complaint about service or product issues can be conveyed on your behalf by your designated representative.

If your problem cannot be resolved over the phone, make a formal written complaint to us.
If you are not then satisfied with the outcome, you can contact the appropriate external dispute resolution mechanism.
Further details to assist you to lodge a complaint are provided below.

How can you lodge a complaint?
In most cases we can deal with your complaint over the phone. You can speak with a customer service consultant by calling one of our customer service centres. If we cannot resolve your complaint over the phone, we have formal procedures for dealing with complaints and you will need to write to us. Your correspondence should be marked "Notice of Complaint". Details of how to contact us by phone or in writing are provided above.

Office of Fairtrading

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