We take your feedback seriously and will work proactively to investigate and resolve your complaint.
Information Collection
We will collect the following information from you:
- Your name
- Your contact details
- How you would prefer to be contacted
- A description of your complaint
- How you would like the complaint resolved
Our Process
- We will acknowledge your complaint within one (1) business day
- We will provide you with the contact details of the person responsible for dealing with your complaint
- The responsible person will investigate and may require further details from you
- Upon completion of the investigation, you will receive an IDR response containing:
- The final outcome of your complaint at IDR
- Your right to take the complaint to AFCA if you are not satisfied
Response Requirements
Except where your complaint involves hardship, an IDR response is not required when a complaint is resolved by the end of the fifth (5th) business day of receipt, where we have:
- Resolved the complaint to your satisfaction; or
- Given you an explanation and/or apology when no further action can be taken
A written response will be provided if:
- You request a written response; or
- The complaint is about hardship
Response Timeframes
| Type of Complaint | Maximum Timeframe |
|---|---|
| Complaints involving default notices | No later than twenty-one (21) calendar days after receiving the complaint. |
| Hardship notices or enforcement proceedings | No later than twenty-one (21) calendar days after receiving the complaint. Exceptions apply where we do not have sufficient information to make a decision or if an agreement is reached with you. |
| All other complaints | No later than thirty (30) calendar days after receiving the complaint. Exceptions apply where we do not have sufficient information to make a decision or if an agreement is reached with you. |
Exceptions apply where we do not have sufficient information to make a decision or if an agreement is reached with you.