Complaints Guide in available language translations
Our dispute resolution process can be found and is also explained in the guide document below.
Our Dispute Resolution Process
Our dispute resolution process is as follows:
- If you have a concern, you may wish to raise it with the Account Manager that you have been dealing with.
- You can ask to speak with the Account Manager’s Team Leader or Operations Manager at anytime.
- If your concern is still not resolved, you can contact our IDR team.
- If you remain dissatisfied with the outcome, you can ask for your matter to be reviewed by a more senior member of our IDR team.
- You may also contact our External Dispute Resolution scheme at anytime.
Our dispute resolution process is designed to be visible, confidential, free of charge and fair.