Frequently Asked Questions
You won’t know, unless you ask
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If you can’t find the answer to your question, get in contact with us and we’ll happily answer any questions you may have.
What if I have a complaint or a dispute?
If a problem arises, please contact us and let us know so we can get onto resolving it for you straight away. We’re totally focused on sorting out your issues and will do our best to resolve it on the spot. You can contact us by:
Phone: 1300 622 833
If for whatever reason your issue is not resolved, your complaint will be treated as a dispute and referred to Our Internal Dispute Resolution (IDR) team, where they will make every effort to resolve your complaint within 15 business days. Write to:
Private Mail Bag 14,
Castle Hill NSW 1765
If we are unable to resolve your complaint through Our IDR process, you may be able to have your complaint dealt with by the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent and impartial external dispute resolution service. The contact details for the AFCA are:
Australian Financial Complaints Authority
GPO Box 3,
Melbourne VIC 3001
Phone: 1800 931 678