Let us know your complaint
If you have a complaint, please call us on 1300 552 880 between 9:00am to 5:00pm Monday to Friday. Our friendly customer services team will help resolve your issue. Alternatively, you can submit your complaint on our website using the Complaints & Claim Form below. You can also send us a letter or email us on any of the following address:
NSW: 11/29 Governor Macquarie Drive, Chipping Norton NSW 2170
VIC: 6/640-680 Geelong Road, Brooklyn VIC 3012
What Happens when you lodge a complaint
In order to resolve the issue in the shortest possible time, it is recommended that you first contact our customer service team through phone or mail, as described above. Once we are notified of the problem or a dispute (if any), our customer services team will get in touch with you within 7 business days. We will communicate the expected timeframe for final resolution of the issue. We will try our best to resolve your issue to your satisfaction as per the terms and conditions agreed with you. If you feel that the issue remains unresolved after our intervention, we suggest you contact your local ombudsman.
You lodge your complaint in any of the ways mentioned above.
All Complaints are forwarded us to investigations and resolution. Minor complaints can be resolved on spot. For other issues, our team will let you know of an estimated timeframe for resolution of the issue.
If the complaint or dispute is not resolved to your satisfaction, a senior customer services manager will investigate the matter further, to reach a resolution.
If you still believe the matter remains unresolved or not to your satisfaction, you may escalate the matter to the relevant Ombudsman in your state. We take customer feedback and complaints very seriously and constantly review our products and services in light of the same and would not let go of any opportunity to improve the uality of our products and services.
COMPLAINTS & CLAIM FORM
Please complete this form and submit to us. One of our customer services consultant will get in touch with you within 7 business days of receiving the complaint. We will try our absolute best to resolve the issue to your satisfaction and in the shortest possible time in accordance with the agreed terms and conditions.