Feedback
Getting feedback is important to us
At Australian Central getting feedback from our members and clients is an important part of how we can improve our service to you.
Compliments, suggestions and even complaints allow us to ensure that we are meeting our members and clients expectations and provide us with an opportunity to improve our service. It also means that we can acknowledge our staff who provide superior service or advice.
Providing feedback
There are many ways that members and clients can provide feedback including:
How to make a complaint
We understand that sometimes members and clients need to make complaints and this feedback helps us to understand their needs and gives us the opportunity to fix a problem and prevent it from happening again.
When making a complaint it's important to ensure that you have all relevant documents and information readily available so that we can respond to you in a timely manner.
You should contact the staff at your local banking and advice centre or the manager of the department that handled the matter and explain what happened. Or, you can also call our national call centre who will assist you.
If your complaint is not resolved to your satisfaction please contact our Service Quality Manager who will further investigate your concerns. You can expect to have your complaint acknowledged within 2 working days and we aim to resolve all complaints within 15 working days. If we need to take longer than this, we will contact you and advise of our progress and an expected timeframe to resolve your issue.
The Service Quality Manager can be contacted:
- In writing - GPO Box 1942, Adelaide SA 5001; or
- By calling the National Contact Centre on 13 13 21.
External Dispute Resolution Organisations
If your issues have not been dealt with to your satisfaction, you may wish to have an independent assessment of the situation. The service provided by the organisations below is free but they will usually only get involved if you have already raised the issue with Australian Central.
Financial Ombudsman Service (FOS)
GPO Box 3
Melbourne VIC 3001
Phone: 1300 780 808
Email: info@fos.org.au
Website: www.fos.org.au
Financial Industry Complaints Service (FICS)
PO Box 579
Collins Street West
Melbourne VIC 8007
Toll Free Phone: 1300 780808
Website: www.fics.asn.au
