What happens next?
When you lodge a complaint or provide feedback, we will issue you with a unique reference number. Please take a note of this reference number, as we will refer to it during your case management process.
Wherever possible, we try to resolve requests and complaints during the first point of contact. In some cases, we may need to investigate further, and you may be contacted by a team member ready to work with you to resolve your matter.
Resolution and outcome
For a request or complaint that we can’t resolve immediately, we will try to:
- Investigate and contact you within 15 business days from lodgement to discuss the resolution. In the event that it is likely to take longer, we will contact you to let you know why and provide you with an updated timeframe.
- Implement any agreed resolution within 10 business days, unless: you have agreed otherwise, or you have not yet completed something you agreed to do.