We're here to give you the best possible service. Our commitment is to continuously improve our products and services. So if you are unhappy with something we have done or not done, please give us the opportunity to meet your expectations. We want to hear from you so we can work on a resolution with you.
Service is important to us
We’re committed to delivering quality products and services and providing the best possible customer service to build successful, long-term relationships with our valued customers.
We work to continuously improve, so if you’re unhappy with something we have or haven’t done, please give us the opportunity to meet and exceed your expectations.
Contact us today and we can work together to find the best resolution to meet your needs.
We’ll be in touch!
Your feedback is important to us, so we aim to acknowledge it as soon as possible. We will then be in contact either in person, by phone, post or email.
In most cases, we will try to resolve any issues within 24 hours, although this may take a little longer over weekends. If your feedback isn’t quick and easy to resolve, we will be in touch, via your preferred communication method, providing you with the following information:
An update on what stage we are at in the process;
Why it is taking longer than expected; and
A date by which we are aiming to get you a response by.
Assessing your feedback
If you have submitted a complaint, we aim to find a fair solution utilising all relevant information and common sense. In making a decision, we always consider the following:
Industry codes and guidelines;
The terms of your agreement with us;
What is fair; and
What is the commercially sensible thing to do.
What if I’m not satisfied?
In the unlikely event that you’re not satisfied or disagree with our decision or suggested resolution, you may lodge a complaint:
with the Credit and Investments Ombudsman if lodged before 1 November 2018:
Credit and Investments Ombudsman
P O Box A252, Sydney South NSW 1235
1800 138 422 (Free call) or (02) 9273 8440 9.00am – 5.00pm AEST
(02) 9273 8440
with the Australian Financial Complaints Authority if lodged on or after 1 November 2018:
Australian Financial Complaints Authority
GPO BOX 3, Melbourne VIC 3001
1800 931 678 (Free call)
Do you need additional assistance?
If you are hearing impaired, we can assist you in seeking assistance to relay your conversation.
If English is not your first language and you do not feel comfortable using English to do business with us, we may be able to offer you the services of one of our multilingual employees.
Alternatively, we can arrange to speak to a translator who can be provided by the Department of Home Affairs for example. There is a fee for this government service. Please refer to the Translating and Interpreting Service (TIS) website at www.tisnational.gov.au.
Frequently Asked Questions
Is there a time limit on providing a complaint?
In most cases the sooner you inform us of a problem, the easier it will be to resolve. But generally, there is notime limit for telling us about your concerns.
Will the information I provide be kept confidential?
Yes. It is covered by the same confidentiality and privacy rules as the finance we provide you.
Can someone else make a complaint on my behalf?
Yes. However, you will need to give us your writtenconsent that you give authorisation to another personto pursue the complaint. This is so we do not breach your privacy when we discuss your complaint with them.