Complaints

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:

• Download and complete our Complaints form (note: using our form will ensure we have the information we need to respond to your complaint)
• Call your Member Services Centre on 13 43 72, Monday to Friday 7.30am - 5.30pm (AWST)
• Send an email to memberservices@gesb.com.au
• Use our Live Chat service
• Write a letter to:
  Member Services - Feedback
  GESB
  PO Box J 755
  Perth WA 6842

When you make a complaint, please outline the issues that concern you and let us know the outcome you expect as a result of your complaint. Please provide us with your contact details and member number so we can help you in the most efficient way possible.

Our complaints handling process

If you get in touch with us, we will call you or send you a letter or email to acknowledge your complaint. We have a straightforward process for handling complaints and aim to resolve your complaint within 30 business days.

You can find out more by downloading our Resolving your complaint brochure.

Please note that all phone calls in and out of our Member Services Centre are recorded. Call recordings may be used for legal, compliance, transaction verification, authentication, security, dispute resolution, quality control and training purposes.