Complaints & resolutions

What to do if you have a complaint

We understand that occasionally issues may arise and you may have a complaint. We take complaints seriously and have a process through which we seek to resolve them.

The complaints process and the times for each step is outlined below. We aim to work within these timeframes and keep you informed of the progress of your complaint. In the unlikely event that your complaint is not resolved within a maximum of 45 days, you may wish to access external review options such as the Financial Ombudsman Service.

The first thing you should do is talk to one of our consultants or email us about your concerns. The consultant may be able to resolve the complaint for you. If not, they'll refer you to, or you may request to speak to a manager.

The consultant or manager will attempt to respond to your complaint as soon as possible. If they require more information, they'll aim to respond within 15 business days of receipt of your complaint.

If the manager cannot resolve your complaint, you may request the matter be referred to our customer relations area or you can choose to contact them via the following options:

  • Customer Relations will treat your complaint as a dispute and assign one of their staff members to conduct an independent review of the matter.
  • Customer Relations will contact you with a decision usually within 15 business days of receiving your dispute.

If you are unhappy with the decision, you may wish to seek an external review. Customer Relations will provide you with information on external review options, such as referring you to the Financial Ombudsman Service (FOS)

You may also wish to contact the Financial Ombudsman Service directly by emailing them at or phoning 1300 780 808

If you have special hearing or communication needs, we have the following options to assist you with lodging your complaint:

TTY Service
Please use TTY Service on 133 233 via the National Relay Service and ask for 132 132 - 7am-10pm, 7 days.

TTY Direct
Please use TTY Direct on 1300 768 361 for Hearing impaired service and ask for SGIC - 11am-8pm, Mon-Fri.

Translated information
The customer complaints procedure has been translated into 5 common languages to assist people from non-English speaking backgrounds. You can view or download the Customer Complaints Procedure in the following languages: 

If you require further assistance, please email us