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What is a complaint?

What is a complaint?

We define a complaint* as an expression of dissatisfaction with our products, services, employees, or our complaints handling process, where you are specifically seeking a resolution.

If dissatisfaction has not been expressed, or resolution not sought, we do not consider the matter a complaint.

If you would like to talk to us about your situation, call our Customer Service Centre on 13 10 87** between 7am and 5pm, Monday to Friday (except public holidays) and our customer service team will be happy to assist.

*The International Standards Organisation (ISO) Australian/New Zealand standard 10002:2014 defines a complaint as “An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.

Download a copy of the complaints handling process.