Your feedback, be it in the form of a compliment, suggestion or complaint, is invaluable
There are 3 ways to contact us:
- Speak to any of our branch staff;
- Phone the Support Services Manager on 1300 004 863;
- Complete the Customer Feedback form on this web-site.
Compliments
Our business is based upon providing excellent service to our customers and we like to think that we do this well. Positive feedback is a very valuable commodity; if you feel that a staff member has provided you with exemplary service, or that we have assisted you in some way, we would very much like to hear about it.
Suggestions
Responding to our customers’ requirements is a high priority. If you have a suggestion that you believe will help us in improving our product or service delivery, then please let us know.
Should you have a complaint about a product or service, we will do our
best to resolve the issue quickly. We ask that you help us to resolve
your complaint promptly by providing any relevant documentation and as
much detail as possible.
Complaints
How long does it take?
It is our policy to try to resolve your
complaint immediately. Where a complaint cannot be resolved immediately
we will contact you within 21 days from receipt of all necessary
information with either a decision or a progress update. Where we do
need more time we will advise you of our decision within 45 days from
receipt of all necessary information.
Credit card complaints may
need to be resolved under the rules of the Visa International Card
scheme in which case timeframes for response are governed by their
rules.
Unresolved Complaints
We will make every effort to resolve your
complaint in your favour, but recognise that on some occasions, your
complaint may not be resolved to your complete satisfaction.Where you
are not satisfied with the outcome, you may be able to pursue the
matter further by referring it free of charge to the independent Credit
Ombudsman Service Limited (COSL).The scheme has been established to
assist customers resolve complaints in a fair, timely and cost
effective manner.
Ombudsman Contact Details
You may contact the Credit Ombudsman Service Limited by any of the following methods:
Telephone
1800 138 422 (free call within Australia)
Facsimile
(02) 9273 8440 (normal call rates apply)
Mail
Credit Ombudsman Service Limited
PO Box A252
SYDNEY SOUTH NSW 1235
Website
www.cosl.com.au
Email
info@cosl.com.au