How can I make Complaints about Service Provided

We have a complaints process for you to follow in the event you wish to lodge a complaint in relation to the services you received from us.

Step 1

Please call our Call Centre on 13 19 88 and we will discuss the issue and if possible resolve it immediately. If immediate resolution is not possible, we will consider your complaint further and respond to you with our findings within 10 Business Days.

If you have any queries in relation to our complaints handling process, please contact our complaints team / manager as follows:

Step 2

If you are dissatisfied with the decision or the way we handled your complaint or dispute, you can also contact the Ombudsman who will independently and impartially resolve complaints between consumers and participating service providers.

Health

Private Health Insurance Ombudsman (PHIO) can be contacted on:

Car and Home & Contents

Australian Financial Complaints Authority (AFCA) can be contacted on:

Life

Australian Financial Complaints Authority (AFCA) can be contacted on:

Energy

Victoria Energy and Water Ombudsman can be contacted on:

New South Wales Energy and Water Ombudsman can be contacted on:

South Australia Energy and Water Ombudsman can be contacted on:

Queensland Energy and Water Ombudsman can be contacted on:

Australian Capital Territory Civil and Administrative Tribunal can be contacted on:

Broadband

Telecommunications Industry Ombudsman can be contacted on:

Home Loans

Australian Financial Complaints Authority (AFCA) can be contacted on: