We aim to understand your needs and use our expertise to give you a member experience that exceeds your expectations.

Your feedback helps us to maintain this standard, so if our service does not meet your expectations, please let us know so that we can address your concerns.

You can make a complaint verbally or in writing. You can:

  • Call your Member Services Centre on 13 43 72, Monday to Friday 7.30am - 5.30pm (AWST)
  • Submit a contact us form outside of business hours and select ‘complaint’ from the comment type drop down menu
  • Send an email to
  • Write a letter to:
    Member Services - Feedback
    PO Box J 755
    Perth WA 6842

If you get in touch with us, we will call you or send you a letter or email to acknowledge your complaint. We will try to resolve your complaint within 30 days.

Please understand that all of our phone calls are recorded. This includes calls in and out of your Member Service Centre. Call recordings may be used for legal, compliance, transaction verification, authentication, security, dispute resolution, quality control and training purposes. We have a straightforward process for handling complaints. You can find out more by downloading the Resolving your complaint brochure

Page last updated 20 January 2021