The following guide sets out the steps to follow in the unlikely event of a dispute over our services.
Contact our support staff through [email protected] We will review your request and will usually respond within one day. However, it may in some cases take up to three business days depending on the inquiry.
Note: Please ensure that your account’s Email address is up to date, and that you have contacted us using that same address. Please also check your spam folder.
Our support team will respond with their findings or a resolution within the time frame above, or may request additional documents that may be needed in order to resolve the issue. Once additional documents have been received, we can continue with our investigation into the issue.
If you disagree with the findings, you can escalate the issue to our management team through [email protected] . We will do our best to resolve the issue, or offer any details we can on why a decision was made.
Note 1: Depending on the issue, we may not be able to provide details if it we are bound by regulations not to share them.
Note 2: Please refer to our terms and conditions prior to escalating an issue.
If you feel that the issue has not been fairly reviewed or resolved, you may lodge a dispute with the AFCA (Australian Financial Complaints Authority) online or via telephone 1800 931 678