Our complaint handling and dispute resolution process
Making a Complaint
- Acknowledge your complaint within 72 hours (or three business days) of receiving it. We may also contact you within 5 business days from acknowledgement if further information is required from you. This is to ensure we can do everything possible to investigate the matter or problem.
- Keep you informed of our progress in assessing your matter.
- Provide an IDR response to you no later than 30 calendar days after receiving the complaint.
- Keep a record of your complaint.
Where to lodge your complaint
How we deal with your complaint
At the time of acknowledging your complaint, we will also have regard to any communication preferences in relation to the way in which you wish for us to communicate with you throughout the complaint handling process, this is by telephone, in writing or as agreed between us.