This policy explains how you can make a complaint, our measures for handling your complaint, and the steps you can take if you are not satisfied with our response to your complaint or the time that it takes for us to respond.
When we use the term “IDR”, we mean “internal dispute resolution”, which is our process for investigating and responding to complaints.
We acknowledge the importance of having an effective and efficient complaints handling and IDR framework, and we adopt a client-focused approach. We acknowledge your right to make a complaint, and we expect that if you do so, it is done treating our staff with respect when they are dealing with your complaint.
This Complaints Policy applies from 1 October 2021.
What is a complaint?
A complaint is:
“An expression of dissatisfaction made to or about us; related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly expected (you request a response) or implicitly expected (the nature of your dissatisfaction requires a response) or legally required”.
How to make a complaint
You can make a complaint to us in any of the following ways:
When making your complaint please tell us:
- your name,
- how you wish us to contact you (for example, by phone, email),
- what your complaint is about, and
- how you would like us to resolve your complaint.
If you need help to make a complaint
If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. Please note that we will need your authority to speak to any representative that you appoint.
We can also arrange an interpreter for you to help you to fill out forms or express your complaint.
How we will deal with your complaint
We will acknowledge receipt of your complaint and try to resolve it as quickly as possible.
Generally, where your complaint is made:
- verbally – we will acknowledge your complaint in the same manner, or
- in writing – by email or via social media, we will acknowledge your complaint, in writing, within one business day or as soon as practicable thereafter.
If you have told of us of a way you prefer to communicate with us, we will endeavour to follow your preference where possible.
Investigation of your complaint
If we cannot resolve your complaint immediately, we will need some time to investigate your concerns. In those instances, we may also request that you provide us with further information to assist with our investigation.
We will provide you with our written reasons for the outcome of your complaint (“IDR Response”) within 30 days where:
- your complaint is not resolved within 5 business days of us receiving your complaint,
- if you request a written response, or
- if your complaint is about a declined insurance claim, the value of an insurance claim or if your complaint is about a decision of a superannuation trustee.
If your complaint relates to superannuation trustee decisions or benefits from superannuation, we will respond to your complaint to us, however you may need to also complain to the superannuation trustee.
Our IDR Response will also inform you of your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA). AFCA offers a free and independent dispute resolution for financial complaints to individuals and small businesses.
If we reject your complaint (whether in full or in part), our IDR Response will:
- identify and address the issues you raised in your complaint,
- set out our findings on the material questions of fact raised in your complaint, making reference to the relevant supporting information, and
- provide a sufficient level of detail in order for you to understand the reasons for our decision.
We are not required to provide you with an IDR Response if:
- your complaint is resolved to your complete satisfaction within 5 business days, and you have not requested an IDR Response, or
- within 5 business days of receiving your complaint, we have given you an explanation and/or apology in circumstances where we cannot take any further action to reasonably address your complaint.
Delay in providing an IDR Response
If we are not able to provide our IDR Response to you on time because your complaint is complex or because of circumstances beyond our control, we will write to you to explain the reasons for the delay and inform you of your right to complain to AFCA and provide you with AFCA’s contact details.
Escalating your complaint
If you are not satisfied with our response to your complaint, you can escalate your complaint to AFCA.
We are required to be a member of an external dispute resolution scheme. Accordingly, we are a member of AFCA and our membership number 72607.
You can contact AFCA using the following details:
- Email: email@example.com
- Phone: 1800 931 678 (or +61 1800 931 678 if calling from overseas)
- Online: afca.org.au
- Mail: GPO Box 3, Melbourne, VIC, 3001.