If you've been impacted by COVID-19 we have a relief package available. Learn more.
We're committed to ensuring we meet your expectations and value any feedback you have about our performance.
All member complaints are taken seriously and we aim to resolve your issue effectively and efficiently.
In most situations your complaint can be resolved by making us aware of it.
Talk with our friendly team over the counter, by telephone or register your complaint by email or in writing.
If your complaint can not be resolved in the first instance it will be escalated to a Team Leader or Manager.
If you feel as though we have not been able to resolve your complaint, you can ask for the matter to be referred to our Dispute Resolution Officer.
If you are not satisfied with our final response you may lodge a complaint, free of charge, with the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution scheme and can be contacted:
Time limits may apply to complain to AFCA so you should act promptly or consult the AFCA websites to find out if or when the time limit relevant to your circumstances expires.