Customer relations

We want to hear from you. We'll listen to your feedback, ideas, issues and complaints, and will respond with action.

We will:

1. Treat you with Respect

  • Being readily accessible means we'll:
    - return phone calls/responding to emails directed to Customer Resolutions
    - follow up outstanding issues
  • Respect the privacy of customers' personal information

2. Resolve issues efficiently

  • Encouraging all customers to give us their feedback.
  • Acknowledging all complaints within 24 hours.
  • Responding to complaints within 5 working days.
  • Apologising where we get it wrong.

3. Be simple & transparent

  • Simplifying fees and charges and making them easier to understand.
  • Simplifying our products, policies, and processes and to improve our service to you.

If we don't meet any of the above, please tell us:

Title - Head of Customer Resolutions
Email - or complete our feedback form
Letter - Reply Paid 2870, Melbourne Vic 8060
Fax - 03 8614 0585
Phone - 1800 152 015

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