How we handle complaints, promptly and fairly.

If you have a complaint about the service we provide, please let us know so we can work towards a resolution. We will deal with your complaint promptly, thoroughly and fairly.

In the first instance, please contact Danny Tran. We will acknowledge receipt of your complaint within 1 business day. If we are unable to resolve the complaint to your satisfaction within 5 business days, we will escalate the matter to the Complaints Officer at our licensee.

Within 30 calendar days from the date you lodged the complaint with us, we will write to you advising the outcome of the investigation and the reasons for our decision, or, if required , let you know if more time is needed.

If you do not think we have resolved your complaint to your satisfaction, or you have not heard from us within 30 calendar days, you may refer the matter to our external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

You may also refer the matter to AFCA at any time. If our internal process is still in progress, AFCA may ask that it be completed before considering the matter further. AFCA's service is provided to you at no cost.