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  • Existing customers: 131 436 | General Enquiries: 1300 092 969 – 9am to 5pm, M-F

Complaints about a breach of your privacy

Complaints Handling

If you have a complaint about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please use our complaints process so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.

Step 1.  Let us know

Should you have a privacy complaint, please tell us because it gives us the opportunity to fix the problem. We offer a free internal complaint resolution scheme to all of our customers.

If you would like to make a complaint, please let us know by contacting the relevant department as they may be able to resolve the complaint for you. A response is usually provided to you within 5 business days.  You can contact us via:

By phone 131436
By post

GPO BOX 1387
Melbourne, VIC, 3001

By email

Step 2.  Review by our Internal Dispute Resolution (IDR) Team 

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the IDR Team for review or you can contact them directly.  Should additonal information be required from you, we will contact you to discuss. The IDR Team will usually contact you with a decision within 25 business days of receiving your complaint.  You can contact the IDR Team by:

By phone 1800 689 762
By post

Reply Paid 1453
Customer Relations
Unit RE058
GPO Box 1453
Brisbane QLD 4001

Email us on

Step 3.  Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of an External Dispute Resolution Scheme. There are two schemes available:

Office of the Australian Information Commissioner (OAIC)

Complaints must be made in writing

By phone 1300 363 992
In writing

Director of Compliance
Office of the Australian
Information Commissioner
GPO Box 5218
Sydney NSW 2001 

By visiting

Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free for consumers. AFCA has authority to review certain complaints. Contact them to confirm if they can assist you.

By phone 1800 931 678 (free call)
By email
In writing

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

By visiting