Feedback and complaints

If we can't respond to your complaint within five days because further information or investigation is required, we'll tell you within that time frame and seek to agree on a reasonable alternative timeframe with you. We'll keep you informed of the progress of our response to your complaint at least every 10 business days unless you agree otherwise.

Your complaint will be reviewed by one of our internal dispute resolution officers who has the appropriate experience, knowledge and authority. Where practical, this person will be different from the person whose decision or conduct is the subject of the complaint or who was involved in the stage one decision. We'll respond to your complaint in writing, giving reasons for any decision.

Response timeframes

Australia
We'll provide an initial response to your complaint within 10 business days and make a decision within 30 calendar days. If your complaint is regarding default notices, financial hardship or vulnerability, we'll make a decision within 21 calendar days.

New Zealand
We'll endeavour to respond to your complaint within 40 calendar days.

If you're still not satisfied

If, following our complaints process, you remain dissatisfied, you can escalate your complaint to the external dispute resolution scheme in your country. This service is free and independent.

Australia — Australian Financial Complaints Authority (AFCA)
Website: afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: GPO Box 3, Melbourne VIC 3001

New Zealand — Financial Services Complaints Limited (FSCL)
Website: fscl.org.nz
Email: complaints@fscl.org.nz
Phone: 0800 347 257
Mail: Financial Services Complaints Ltd, PO Box 5967, Wellington 6140