How to make a complaint

If you would like to make a complaint, we urge you contact us in the first instance. We’ll take your complaint or feedback very seriously and aim to find a resolution that’s fair.

Our Process

  1. Contact us to inform us about your complaint or experience. We can be contacted by the following:

    PH: 1300 228 097 (8.30am – 5pm (AEST), Monday – Friday)
    MAIL: IDR Manager, 4 3/18 Smith Street, Parramatta, NSW 2150
    EMAIL: [email protected]

  2. Your complaint will be acknowledged by our Internal Dispute Resolution Department. They will respond to you at their earliest availability, in most cases on the same day of receiving the complaint or within 24 hours – 48 hours.

  3. Complaint will be investigated, and a resolution will be provided within a reasonable timeframe.


We aim to provide a resolution to your complaint on the first contact, however some complaints may take longer and we endeavour to have a resolution within 7-14 business days.

Our Internal Resolution Department will keep you well informed throughout the process.