As a member focused organisation, we care about the service we provide to our members, therefore, it is important for us to hear your feedback.
Please let us know what went well and what could be improved. It helps us to ensure our service meets your expectations.
Complaints Policy:
If you are dissatisfied with our organisation, our products and services, or with the complaints handling process itself, please find below details on how to raise a complaint, and what to expect throughout the process:
What to expect when you lodge a complaint?
Acknowledgment:
We acknowledge receipt of your complaint within 24 hours/One business day of receiving it.
Assessment and Investigation:
We will investigate and work to resolve your complaint as soon as possible. We will keep you informed at least every 10 days.
To help us understand the case, and respond efficiently, please complete the form below:
> your name (and your protection or claim references if applicable).
> preferred contact details
> what your complaint is about. For instance, what service or product your complaint is about, what went wrong, when, and who you were dealing with (if known), and what resolution you are seeking.
Response:
Depending on the nature and complexity of your complaint we endeavour to respond to you in writing:
1. within 5 business days, if not possible,
2. we will respond to you within 30 calendar days from the day you raised your complaint. (Should there be a delay with our response due to the case’s complexity, we will let you know before the end of the 30 calendar days with a new resolution date (unless another delay)- in such a case, you will be provided a response about your complaint).
In our response we will let you know of our decision to your complaint or any reasons for rejecting or partially rejecting your complaint.
External Dispute Resolution (AFCA):
If you are still dissatisfied with our decision or could not wait post 30 calendar days.
You may lodge a complaint to AFCA (afca.org.au), the external dispute body approved by ASIC.
AFCA provides fair and independent financial services complaint resolution, and it is free to consumer.
We are a member of AFCA, and we agree to be bound by its determination about a dispute.
AFCA’s Contact Information:
Tel: 1800 931 678
Email: info@afca.org.au
Post:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001 Australia
For Privacy and Personal information complaints:
You may contact the Office of the Australian Information Commissioner (OAIC) to raise complaints regarding any Privacy or Personal information in nature.
Tel: 1300 363 992
Email: enquiries@oaic.gov.au
Post:
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Australia
Our Ark acknowledges the Traditional Custodians of the land on which we operate, live, and gather as employees, and recognise their continuing connection to land, water and community. We pay respect to Elders past and present.
