Dispute resolution

We want to resolve complaints quickly and fairly. If you are dissatisfied with anything we have done, or not done, please tell us. You can raise your concerns with us by phone, email, letter or by completing our online complaint form.

Dispute resolution

We want to resolve complaints quickly and fairly. If you are dissatisfied with anything we have done, or not done, please tell us. You can raise your concerns with us by phone, email, letter or by completing our online complaint form.

If we’ve done something wrong, or you’re not satisfied in any way, please tell us.

Our complaint process

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Internal dispute resolution

When making a complaint, please set out the problem(s) clearly and include your requested resolution. If you have supporting documentation that you wish to submit with your complaint, please email it to compliance@aclgroup.com.au.

We’ll acknowledge your complaint and give you the contact details of the person who is handling your complaint. We may also request further information from you to complete our investigation.

We’ll do what we can to fix your problem, making sure it doesn’t occur again for you or anyone else. Our final response will be sent to you by email.

More tips and information about making a complaint can be found on AFCA’s website and ASIC’s MoneySmart website.

External dispute resolution

If you’re unhappy with the internal dispute resolution you can lodge a dispute through the Australian Financial Complaints Authority (AFCA), our external dispute resolution provider. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Australian Financial Complaints Authority (AFCA)
Website: afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001

You can also contact The Office of the Australian Information Commissioner if your complaint is about your privacy.

Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone 1300 363 992
Visit www.oaic.gov.au

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