We remain committed to providing you with an outcome within 30 calendar days. If you are not satisfied with our decision or a decision is not reached within 30 calendar days, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA) an external dispute resolution scheme which is independent and free to you (subject to its relevant terms and rules). AFCA’s contact details are as follows:
Online: Australian Financial Complaints Authority
Phone: 1800 931 678
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Please note that AFCA will not consider a complaint/dispute unless it is lodged before the earlier of the following time limits:
- within 2 years of the date of our final IDR response; and
- within 6 years of the date when you first became aware (or should reasonably have become aware) that you suffered the loss.
However, AFCA may still consider a complaint/dispute lodged after either of these time limits if it considers that exceptional circumstances apply. Refer to the AFCA website for more details.