To make a complaint - choose your preferred method of connecting with us:
1. We aim to respond to all complaints within 5 business days
2. We aim to resolve all complaints within 21 days
COMPLAIN IN WRITING
If you prefer to put your request in the 'mail' you can our address is:
GPO BOX 2269
Melbourne
VIC 3001
PLEASE NOTE
We may ask for additional documentation from you to assist in resolving any complaints or disputes and you must provide all reasonable assistance to facilitate dispute resolution.
If we cannot resolve the dispute within 21 days we will advise this in writing and provide a reason as well as an expected resolution time frame.
If you are not satisfied with the outcome of your complaint after it has been through our internal disputes process above, you can contact the Australian Financial Complaints Authority (“AFCA”) using the contact details listed below.
Email: info@afca.org.au
Website: www.afca.org.au
Phone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
USEFUL ARTICLES
Refunds to a cancelled card / closed account
Why am I still be charged for returned goods / goods not received yet