We promise to treat your complaint with fairness and take it seriously. After all, how we look after you when things don't go as planned is our chance to prove our service excellence.
How to lodge a complaint
Internal Dispute Resolution Officer
The role of our Internal Dispute Resolution Officer is to independently investigate complaints and to try to resolve them satisfactorily in accordance with our internal dispute resolution policy. The Officer usually has the authority to make a final decision and will notify you in writing of this decision.
How long does it take?
If we receive a complaint we will tell you how long it will take to investigate and resolve it. If we can't resolve your complaint at the first point of contact, we'll contact you over the phone or in writing within two business days of receiving your complaint to let you know when you can expect a response. You will receive a response from the Internal Dispute Resolution Officer within 45 days of the complaint first being received by NFC. If we are unable to resolve it in this time frame we will tell you and keep you informed of the progress of our investigations.
Taking your complaint outside of NFC
If we are unable to reach a mutually satisfactory resolution to your complaint we will refer you to the following independent external dispute resolution organisations:
Australian Financial Complaints Authority
If we are unable to resolve your complaint, you have the right to refer the matter to the Australian Financial Complaints Authority. This is a free service.
If your dispute is about our collection, use or access to your personal information, you may refer the matter to the Privacy Officer. You can contact our Privacy Officer as follows:
Your legal rights
You have the right to seek further advice regarding your situation at any time if you feel this is necessary.
Privacy of information
If you require assistance in understanding how our internal dispute resolution process works or you would like to lodge a complaint directly with our Internal Dispute Resolution Officer please contact us via the following methods:
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