Complaints

When a disagreement or complaint arises, we recommend that you following the below steps:

– Make contact with our helpful customer care team, which can be done by phone, email or website

– Our Customer Care team will acknowledge the complaint within five business days..

– This will be logged in our system, and we will conduct an initial review. If further information is required we will contact you to request additional information or clarify the information you have provided.

– Once all information is received an investigation will be conducted which can take up to 28 business days.

– Feedback and complaints are recorded in our system, so there’s always a record of it.In the instance that you are dissatisfied with our decision, you always have the right to lodge a compliant with your relevant federal, state or territory Ombudsman, Office of Fair Trading, Consumer Protection Agency at any time.

Click here if you would like more information on our complaint policy.