Complaints
We strive to provide you with the best customer service experience possible. If you have any concerns relating to the way, we provide you with our products or services please contact us so we can help.
Contact us to make a complaint
You can make a complaint by contacting us directly on the following contact information:
In writing to:
Customer Inquiries & Complaints
Level 19 83 Pirie Street,
Adelaide SA 5000
By email:
[email protected]
By phone:
1300 990 115
We will acknowledge that we have received your complaint when we become aware of its lodgement.
Information we need when you make a complaint
To assist us in addressing your concerns, please provide us with your account details, a clear explanation of your complaint, desired resolution, and other information relevant to your complaint.
How long will it take?
Our aim is to resolve your complaint within 5 business days; however, where possible, we will aim to address it on the spot. If we require additional time, we will inform you accordingly. We will do our best to resolve your complaint as quickly as possible and provide you with our final response within the timelines specified in the table below. We aim to resolve all complaints within 30 days of receiving them.
If, due to exceptional circumstances, we are unable to resolve your complaint within this time, we will contact you to explain the delay and provide an estimated time for our response.
What to do if you are not happy with the outcome we provide
If you are dissatisfied with the progress of your complaint at this point, you may refer it to the Australian Financial Complaints Authority (or AFCA). AFCA is an externally managed complaints resolution scheme, of which we OMM is member. You may contact them:
In writing to:
Australian Financial Complaints Authority
By email:
[email protected]
By phone:
1800 931 678
Website:
www.afca.org.au
Complaint FAQs
Will my complaint be kept private?
Yes, your complaint will be protected by the same privacy standards we uphold when collecting and retaining your personal information. If you are unsure of how we collect, use, store and disclosure your personal information, please visit our website and view our privacy policy.
How much does it cost to file a complaint?
Our Complaints handling process is free of charge.
When do I need to have my complaint submitted?
There is no time limit for making a complaint, however, time limits apply to complaints where we need to obtain further information from you. Please ensure that you provide us with all necessary information as soon as possible.
Can I have help with making a complaint?
If you are in a vulnerable situation such as financial or domestic abuse or have an illness, please let us know so we can assist you. Additionally, we can provide assistance with language or literacy challenges.
Alternatively, you can provide us with written confirmation that you allow someone else to make the complaint on your behalf. We will need to make sure that you authorise that person to speak on your behalf to ensure that your personal information is kept confidential.
I’m experiencing hardship
Please contact us if you are experiencing financial hardship so we may be able to provide you with assistance.
Can someone else make a complaint on my behalf?
Yes. However, you will need to provide us with your written confirmation that you have authorised another person to lodge the complaint and to negotiate a resolution on your behalf.