Complaint resolution process

If you’ve made a complaint to us it will go through a process where we’ll:

  • Acknowledge your complaint and make sure we understand your issue
  • Do everything we can to resolve your complaint
  • Keep you informed of our progress
  • Keep a record of your complaint
  • Give you contact details, as well as a reference number so you can follow up on your complaint
  • Provide a final response to you within 30 days of receiving your complaint.

In the event of a delay, where we haven’t given you a final response to your complaint within 30 days, we’ll let you know the reason for the delay and give you contact details to our external dispute resolution (EDR) scheme.

When making a complaint you need to:

  • Gather any documents and other information that will support your complaint
  • Keep detailed records of letters, names, times and dates relating to your complaint
  • Let us know how you would like the complaint to be resolved.

If you encounter issues whilst lodging your complaint online, or if you fail to receive an email confirming that your complaint was successfully lodged, please email details of your complaint, supporting documents and your preferred contact details to:

disputeresolution@aussie.com.au

If you need additional assistance to lodge a complaint, please call our customer service on 13 13 33, Monday to Friday 8am to 6pm AEST.

Aussie is a member of the Australian Financial Complaints Authority (AFCA), who can be contacted at:

The Australian Financial Complaints Authority (AFCA)
Telephone 1800 931 678
Email             info@afca.org.au
Post
                       Australian Financial Complaints Authority,
                       GPO Box 3,
                       Melbourne VIC 3001
Website:     www.afca.org.au