Complaints Policy

14 October 2021

Addressing your concerns is important to us and this Complaints Policy outlines how you may lodge a complaint and how your complaint will be addressed.

Contacting us

If you would like to make a complaint, please contact us directly.

  • Online:
  • Email:
  • Phone: +61 8 7200 3586
  • Post: Ground floor, 35 Cotham Road, Kew, Victoria 3101.

We take a proactive approach to identify complaints, including monitoring communication channels and posts on social media accounts owned or controlled by us. A complaint on a social media account will be addressed where the author of the post is identifiable and contactable.

Additional assistance

If you require the assistance of a translation service, you may seek the assistance of the Australian Government’s Translating and Interpreting Service (TIS).

  • Online:
  • Email:
  • Phone: 1300 575 847

If you require any other form of additional assistance to lodge a complaint, please feel free to contact us by email or telephone.

Resolving your complaint

We will attempt to resolve your complaint as quickly as possible in accordance with our internal complaints management procedure. On receiving your complaint, we will do our best to:

  • Acknowledge your complaint within 24 hours (or one business day) of receipt.
  • Assess and investigate your complaint in accordance with our internal dispute resolution procedure.
  • Make a decision in relation to your complaint and provide you with our reasons in writing within 30 days (unless your complaint is closed within 5 business days of receipt and you do not ask for a written response).
  • If it is not possible to respond to you in this timeframe, we will contact you and let you know how long it will take.


If you are unsatisfied with our response to you or our complaints handling process, you may be eligible to escalate your complaint to the Australian Financial Complaints Authority (AFCA).

  • Online:
  • Email:
  • Phone: 1800 931 678
  • Post: GPO Box 3, Melbourne, VIC 3001

The AFCA is a free, impartial dispute resolution body who may help to investigate and resolve your complaint. Please note the AFCA will generally ask you to first provide us with the opportunity to address your complaint before reviewing your complaint.