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NFC & UFS Dispute Resolution Policy

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.

Our Dispute Resolution Officer can be contacted as follows:

Phone: 1300 887 754 (during business hours). 

E-mail: [email protected]

Postal address:  1 Elgin Place, Hawthorn VIC 3122

If you have chosen to e-mail or write to us, you will receive an acknowledgement confirming we have received your correspondence. To assist us we ask that you clearly explain all matters relevant to the issue and the remedies you seek. Upon receipt we will contact you if any further information is needed.

Once all information is to hand, we will investigate the matter thoroughly and inform you of the outcome as soon as possible. 

Unless there are exceptional circumstances, we will in all instances respond within 30 days of receipt of the initial contact.  If we are unable to resolve the complaint within 30 days, we will: –

  • advise you of the reason for the delay
  • specify a date when a decision can be reasonably expected

We will observe the following principles in handling your complaint:

There is no requirement for face-to-face contact between you and us, although it may be useful for us to come to a satisfactory resolution.

We expect that both parties will:

  • make a genuine attempt to resolve a complaint promptly;
  • provide all essential and relevant information, documents, written statements, and any other materials that may properly and reasonably be believed to assist in resolving the complaint; and
  • comply with all reasonable requests from the other party to provide information within a reasonable time frame.

Our external dispute resolution scheme.

If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme. Our external dispute resolution provider is AFCA (Australian Financial Complaints Authority), our member number is 42974, and you can contact them on phone 1800 931 678. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.