Complaints Handling Procedure

You have the right to lodge a complaint with us at any time and about any aspect of our services and, if you do so, we are obliged to abide by our Complaints Handling Policy. We will update this Procedure from time to time.

This Procedure provides you with information on your rights and what you can expect us to do when reviewing your complaint.

A complaint may be about a specific aspect of our services or a number of aspects. In our review of your complaint, we will ensure that all issues are reviewed.

The best way to lodge a complaint is via email as it retains a written record. You may contact us at any time to lodge a complaint using any of the methods listed here.

Please ensure you provide your best contact details so that we can respond, as well as a clear explanation of the problem. Please include as many details that may help us to understand the issue.

Once a complaint is received, we carefully review your request and respond to you as soon as possible. In most cases complaints arise from small fixable errors. We will endevour to fix any issues immediately and inform you of such.

In the event that we cannot fix your issue, we will communicate the reasons and possible solutions to you in a reasonable time frame.

If you are having difficulties making payments due to hardship, please contact us - we have a hardship policy that we can work with you to help where possible.