We take complaints very seriously and place a strong emphasis on effective complaint resolution.
If you would like to resolve your complaint by telephone, please contact the Customer Support Line on 1300 652 879. If you would prefer to make a written complaint, complete this form.
If you need assistance, please call the Customer Support Line on 1300 652 879

Either a phone number or email address is required for us to respond to your complaint.

What happens after I make a complaint?

We will attempt to respond to your complaint within 20 working days, if it will take any longer than 20 days we will let you know. In the meantime, you can check the progress of your complaint by calling the Customer Support Line on 1300 652 879.

What if you are not satisfied with our decision?

If you are not satisfied with the outcome or the way your complaint has been handled you can contact the Victorian Ombudsman (External link)

Your privacy

We are bound by the Privacy and Data Protection Act 2014 (Vic), which protects your privacy in relation to the collection, use, management and disclosure of your personal information.
The information you give us will only be used to investigate and respond to your complaint. If you also refer your complaint to the Ombudsman, we may need to disclose information to the Ombudsman’s Office. De-identified complaint information is used in our business improvement processes.
If you wish to access your personal information please call the Customer Support Line on 1300 652 879 to discuss this. Alternatively, you may wish to make a freedom of information request under the Freedom of Information Act 1982 (Vic).