Resolving Complaints


When our customers thrive, so do we. That’s why we aim to provide the best customer experience every day, and it’s at the heart of how we deliver service for Card Members, merchants and business partners across Australia and New Zealand. We value your feedback, and we want to know about any concerns or complaints you may have about our products or services.


On receiving your complaint, our commitments to you are:

  • To acknowledge your complaint and provide a reference number to make it easier for you to get back in touch with us.
  • To try to solve your complaint as quickly as we can. We aim to address your complaint within 5 calendar days, with most complaints solved within 30 calendar days.
  • If we can’t solve your issue within 30 calendar days, we’ll stay in touch with you and try to find alternative solutions.
  • If you tell us that you are in financial difficulty or if your complaint is about your credit file or credit score, we’ll work with you to find a solution within 21 calendar days.

For more information, please refer to our Complaint Resolution Guide.


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