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to your privacy
If you have a complaint about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please use our complaints process so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.
Step 1. Let us know
If you would like to make a complaint, please let us know by contacting the relevant department as they may be able to resolve the complaint for you. If not, the staff member will refer you to a Manager or their delegate and they will attempt to resolve the complaint. A response is usually provided to you within 5 business days. You can contact us by using the relevant Complaints contact in the Privacy Contact Information table below.
Step 2. Review by our Internal Dispute Resolution (IDR) Team
If you are not satisfied with the outcome of the business review you can request the complaint be referred to the IDR Team for review or you can contact them directly. Should additional information be required from you, we will contact you to discuss. The IDR Team will usually contact you with a decision within 25 business days of receiving your complaint. You can contact the IDR Team by using the relevant contact in the Privacy Contact Information table below.
Step 3. Seek review by an external service
Office of the Australian Information Commissioner (OAIC)
Australian Financial Complaints Authority (AFCA)
Home Building & CRC
Strata Title Landlord
Fire & Theft Contents
Public Liability Insurance
Market Stall Insurance
Commercial Property Insurance
Accidental Death Insurance