How to provide feedback
We welcome your feedback so we can continue to improve our service. Please tell us what you thought, what we’re doing well and what we could be doing better.
How to make a complaint
We hope that you never have a reason to complain, but if you do, we will do our best to work with you to resolve it. To lodge a complaint or if you require assistance to lodge a complaint, please contact us using one of the following means:
Phone:
13 55 5513 55 55
Writing:
Dispute Resolution Manager Choosi Pty Ltd
Reply Paid 6728 Baulkham Hills NSW 2153
Email:
Our complaint resolution process has three steps.
1 – Initial response
Usually when you have a complaint, we will try to resolve it immediately on the phone. If we cannot resolve your complaint to your satisfaction straight away, it will then be referred to our independent Internal Dispute Resolution (IDR) Team. The IDR Team will acknowledge receipt of your complaint within 1 business day where reasonable and will review the matter in detail.
2 – Internal dispute resolution
The IDR Team will continue to assess your complaint and, after full consideration of the matter, will provide you with a written final response within 30 days. This response will outline the decision reached and the reasons for that decision.
3 – External dispute resolution
In the unlikely event that your complaint is not resolved to your satisfaction by the IDR Team, or a final response has not been provided within 30 days, you may be eligible to refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within scope of AFCA's Complaints Resolution Scheme Rules.
AFCA is an independent dispute resolution service provided free of charge.
You may contact AFCA at:
Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone:
1800 931 6781800 931 678
Website:
Email: