Due to system maintenance our mobile app and website will be unavailable from 10:00pm Wednesday 7 June to 1:00am Thursday 8 June (AEST). We apologise for any inconvenience.
Let us know about your complaint
In most instances your complaint can be resolved by simply making us aware of it. You can raise your issue by sending us an in-app message via the Hiver app or sending an email to [email protected].
If we can't resolve your complaint immediately, we will acknowledge it and commence an investigation. We will work with you to understand the issue and provide you with a response. If you are not satisfied with the proposed outcome to the complaint you may wish to contact our Customer Advocate who is there to help facilitate the resolution of complaints. Please note, you are not obliged to use this service.
If you're unhappy with our response
We encourage you to lodge a complaint with the Australian Financial Complaints Authority (AFCA), an external dispute resolution body. AFCA provides fair and independent complaint resolution services that are free to consumers to access. You can contact AFCA directly via:
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: GPO Box 3 Melbourne, VIC 3001
For further information
Refer to our Complaints Management Policy for further information on the process for lodging a complaint and what you can expect from us.
We welcome calls through the National Relay Service if you are deaf, have a hearing impairment and/or have a speech impairment. Choose your relay access option (more information here) and provide our phone number 131221, when asked by the relay officer.
If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services (TIS). This service is provided by the Department of Home Affairs and is available in over 150 languages. You can ask our staff to arrange this service for you at any of our branches or over the phone.