Anonymous feedback and complaints

We accept anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided. Although we cannot respond to anonymous complaints, these complaints can assist us to improve our services.

Our complaints management process

Assessing complaints

We will triage all incoming matters to determine whether they are a complaint or a service request. Service requests will be directed to the relevant operational area for response, whereas complaints will be allocated to a responsible person for an investigation to occur. You will receive an acknowledgement that we have received the complaint within five (5) days from receipt.

Response time for complaints

Where possible and appropriate, we will endeavour to address complaints quickly and informally. For example, it may be possible to resolve a straightforward matter through feedback or providing information within 48 hours. Where this is not possible or the matters are more serious or complex, the complaint will be escalated and an investigation to establish the factual issues and options for complaint resolution will be progressed. We will aim to provide a written response to your complaint within 30 days, regardless of whether the complaint is resolved or still being investigated. Most of the time we will be able to resolve the complaint within a much shorter time frame.

How to request a review

Internal Review

If you are not satisfied with our response to your complaint, you can request a review by contacting the person you have been engaging with and request a review. Your request will be escalated internally for review and response.

External Review

If you remain dissatisfied with the way we have managed a complaint, you are entitled to pursue an external complaint management process. If your complaint relates to consumer law matters, you are entitled to pursue an external complaint management process.