8. MAKING A PRIVACY COMPLAINT
We’re here to help.
We accept that sometimes we can get things wrong. If you have a concern about your privacy you have a right to make a complaint and we’ll do everything we can to put matters right.
How do I make a complaint?
To lodge a complaint, please get in touch with us. We’ll review your situation and try to resolve it straight away.
How do we handle a complaint?
We acknowledge every complaint we receive and provide our name, a reference number and contact details of the investigating officer. We keep you updated on the progress we’re making towards fixing the problem.
Usually, it takes only a few days to resolve a complaint. However, if we’re unable to provide a final response within 45 days we’ll contact you to explain why and discuss a time-frame to resolve the complaint.
If you’re not satisfied with our handling of your matter, you can refer your complaint to external dispute resolution. We suggest you do this only once you’ve first followed our internal complaint processes set out above. The Office of Fair Trading in your state or territory can assist as well as offer an independent dispute resolution service.