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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 Experience Centre on 13 10 87 between 8.30am and 5pm, Monday to Friday (except public holidays) and our customer experience 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.