We have developed an internal complaints process so that any concerns you may have are addressed promptly and come to managements attention. In most instances, your concerns or complaints can be settled to your satisfaction by simply making us aware of them. If the staff member cannot handle the matter, they will refer your problem to the appropriate person. The majority of cases are resolved to member’s satisfaction at this stage. Make a complaint:

• in person: at either our Mulgrave or Norwest branch
• calling: 1300 665 553
• emailing: [email protected]