Dispute Resolution

Dispute Resolution Policy

Receiving complaints and the complaint process

If you have a complaint or a dispute, that is not resolved to your satisfaction

Contact the Internal Dispute Resolution Officer Grant Howe by:

Phone: 03 6424 9166
Address: 115 Rooke Street Devonport Tas 7310

You should explain the details of your complaint as clearly as you can.  You may do this verbally or in writing.

When we receive a complaint, we will attempt to resolve it promptly.  We hope that in this way we will stop any unnecessary and inappropriate escalation of minor complaints.  

We will observe the following principles in handling your complaint:

  • there is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution;
  • we expect that both parties will make a genuine attempt to resolve a complaint promptly;
  • we expect that both parties will provide all essential and relevant information, documents, written statements and any other materials that may properly and reasonably be believed to assist in resolving the complaint; 
  • we expect that both parties will comply with all reasonable requests from the other party to provide information within a reasonable time frame.  

Timeframes for response

If your request cannot be resolved immediately, we will respond to your request within two (2) business days of receipt of the complaint. We will keep you informed of the progress of the investigation.

Our external dispute resolution scheme

If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme.  Our external dispute resolution provider is AFCA (Australian Financial Complaints Authority).

Free Call: 1800 931 678
Fax: (03) 9613 6399
Email: info@afca.org.au
Website: www.afca.org.au
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.  

More information

If you have any questions about this policy or procedure, or anything else about our services, just ask at any time.  We’re here to help you.