ECONNEX

Customer Complaint Resolution

We understand that not everything goes to plan and you may wish to provide us feedback or lodge a complaint with us.

A complaint is an expression of dissatisfaction in relation to products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required. You may also provide us with feedback consisting of opinions or comments. If you provide us with feedback, we may not necessarily provide you with a response.

If you make a complaint to us we will;

  • Provide you with an acknowledgment of your complaint, generally within 24 hours.
  • Keep you informed of progress and if required contact you to obtain further information.
  • Keep a record of your complaint.
  • Provide a response to your complaint within 30 days of receipt.
  • In the circumstances where we are unable to respond in 30 days, we will let you know the reason for the delay and provide you with the details of the Australian Financial Complaints Authority (AFCA), our external dispute resolution (EDR) scheme.

When making a complaint you will need to provide us with as much information as possible, including any supporting information you may hold. In addition, you will need to let us know how to contact you and how you would like your complaint to be resolved.

Write to us  at Level 18/570 George St, Sydney 2000, Australia.

Or email us at [email protected]

 

Accessibility support Accessibility support is available from the National Relay Service (NRS) for people who are deaf, hard of hearing, or have a speech impairment. 

Interpreter services If English isn’t your first language, you can access a free interpreter service through Translating and Interpreter Services. This service is provided by the Department of Home Affairs and is available in over 150 languages.

Australian Financial Complaints Authority The Australian Financial Complaints Authority may be contacted at:

Telephone: 1800 931 678

Email: [email protected]

Post: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001

Website: www.afca.org.au