If you have a complaint, we will deal with it in a fair and transparent manner and will work as quickly as possible to resolve it.
Please send us your Coverpay account details, a description of your complaint, how you think we can resolve it and any other relevant information.
- In writing: The Complaints Officer, GPO Box 44, Melbourne Vic 3001
- By email: firstname.lastname@example.org
- Online: Submit a request
We will acknowledge receipt of your complaint promptly and no later than within 24 hours (or one business day) of receiving the complaint, or otherwise as soon as practicable.
We aim to resolve all complaints within 21 days of receiving them. We will be in touch to let you know whether any additional information is required.
If we are unable to resolve your complaint or dispute within 21 days we will advise this in writing and provide a reason.
You may at any time contact the Australian Financial Complaints Authority (AFCA) who are an external dispute resolution body and may review your complaint if it falls within AFCA’s rules.