If you have a complaint about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please use our complaints process so that we can help.
Let us know - The simplest way to raise an issue related to your privacy is by contacting us. First, we’ll acknowledge your complaint and explain how we’ll work with you to resolve it, at this point we may refer your complaint directly to our Customer Relations Team.
Whilst we’re usually able to resolve complaints on the spot or within 5 business days, we’ll let you know if we need more time. You can contact us by using the relevant Complaints contact in the Privacy Contact Information below.
Review by our Customer Relations Team - If we aren’t able to resolve your complaint or you’d prefer not to contact the people who provided your initial service, our Customer Relations team can assist:
We will keep you informed of the progress and provide you with an outcome within 30 calendar days from when we first received your complaint.
Seek review by an external service - We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied you can refer your complaint to the Office of the Australian Information Commissioner or request a review by the Australian Financial Complaints Authority as follows:
The Office of the Australian Information Commissioner (OAIC)
Privacy Complaint must be made in writing to:
Office of the Australian Information Commissioner - GPO Box 5218, Sydney NSW 2001
Phone: 1300 363 992
Fax: 02 9284 9666
Website: www.oaic.gov.au (online complaint form available)
The Australian Financial Complaints Authority (AFCA)
AFCA provides fair and independent financial services complaint resolution that is free to consumers and small businesses. Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere. AFCA has the authority to hear certain complaints.
Here is how you can contact AFCA and confirm if they can assist you.
By email: firstname.lastname@example.org
By phone: 1800 931 678 (free call)
In writing: Australian Financial Complaints Authority - GPO Box 3, Melbourne VIC 3001