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How did we do?

We’re committed to providing outstanding Customer Service, but we recognise we don’t always get things right. If we didn’t, we welcome your views and opinions on how we can improve. If there is an issue with your account, or if you are unhappy with the level of service you have received from us, please let us know. Or if it’s been a good experience, tell us so we can celebrate our team’s work.

How to make a complaint

Initial contact

Contact your Account Manager or our Customer Service and let them know you’re dissatisfied. They will discuss the different ways we can resolve the issue and start our transparent complaints procedure. 

Escalation process

During the complaints handling procedure, there are opportunities for the issue to be escalated internally, if needed. 

Resolution

At any point during the procedure, we will resolve your complaint by documenting the actions taken, providing an explanation, taking appropriate remedial action.  

Further review

It’s unlikely we won’t reach an agreement within eight weeks but if this is the case, you can contact the ombudsman for your state. Details can be found in our Complaints Handling Policy. 

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