Dispute Resolution
How can I make a complaint?
Complaints can be made in a number of ways:
- By speaking directly to a staff member, Manager or the Complaints Handling Officer (07) 3114 5028
- By phone, in person, in writing (address) or fill in the above details and click on SUBMIT
What will happen to my complaint?
Once we have received your complaint, it will:
- Be registered in the complaints register by close of business on the day it was received
- Be acknowledged in writing within three (3) working days
- Be reviewed within twenty one (21) working days
What if I am unhappy with the outcome?
If you are not satisfied with the outcome of the complaint review, the matter can be referred to the External Dispute Resolution Scheme (FCDRS) by you or our Compliance Manager. This is a scheme approved by the Australian Securities and Investments Commission (ASIC) and is designed to provide an effective and independent resolution of disputes between financial institutions and their customers.
EXTERNAL DISPUTE RESOLUTION SCHEME
FCDRS Ombudsman Phone: 1300 139 220
Fax: 1300 139 221
PO Box 372 Clayfield Q 4011
Email: info@fcdrs.org.au
Website: www.fcdrs.org.au
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