Resolve a complaint

If you are deaf, hard of hearing, or find it difficult speaking on the phone, you can reach us through the following options:

For more information on our approach to complaints, including what to expect once you’ve lodged a complaint with us, please see our Australian Complaints Handling policy.

We’re dedicated to identifying and addressing mistakes to ensure we make things right for our clients in a consistent, timely, fair and transparent manner. This process is called customer remediation. For more information, please see how we fix our mistakes.

When you raise concerns with us, we will listen, investigate and address your concerns quickly, providing reasons for our decision. We will act fairly, honestly and reasonably in our dealings with you. We will work with you to try to find common ground. These are our guiding principles.

We prefer not to litigate, but situations can arise where litigation may be the most appropriate way to resolve the issue. When we are involved in litigation, we will focus on the real issues and not engage in the litigation process as a means to frustrate or delay the matter or create unnecessary complexity and cost. Where appropriate, we will look to resolve the matter through mediation, settlement offers or other forms of dispute resolution.

We have the responsibility to ensure the wellbeing and safety of our staff. In our dealings with you, we will treat you courteously and respectfully and we ask the same of you, in your dealings with our staff. When we consider that your conduct is inappropriate or risks the wellbeing and safety of our staff, we may ask you to modify your behaviour. If you choose not to do so, or if your conduct is of a serious nature, we may limit or change the way we interact with you, which can result in us ending our relationship with you.