MyLife MyFinance is committed to providing quality products and services to our customers. Should you not be satisfied with any product or service offered, we invite you to inform us so we may mutually resolve it. We will deal with your complaint directly, genuinely, promptly, fairly and consistently.
What should you do?
If you are dissatisfied with a MyLife MyFinance service or product, contact our customer service staff who will endevour to resolve your complaint. If you believe your complaint is not satisfactorily resolved, ask to be referred to the department manager who will review the matter and attempt to resolve it within 48 hours.
If you are not satisfied with the determination, you should lodge your complaint in writing so that a proper, complete and accurate record is available for review and investigation. Where your complaint is not delivered in person, but in writing through the mail or email, we will endeavour to acknowledge your complaint within 48 hours of receipt.
Alternatively, you could lodge your complaint verbally by visiting our branch or calling us (see details below).
Where you lodge your complaint verbally, we may ask for additional information and request that you document your complaint, in writing, to ensure your complaint is properly and thoroughly investigated. We are available to assist you with putting this complaint in writing. We will then require your consent to its accuracy before taking the matter further.
Your complaint will be directed to our Complaints Officer or Deputy Complaints Officer.
If it is not resolved by our Complaints Officers it can be referred to MyLife MyFinance’s Executive.
What about feedback?
Where you lodge your complaint in person or by telephone and it cannot be resolved immediately by our staff, we will respond in writing to you, of the status of our investigations within twenty one (21) business days from the date of receipt of your complaint.
Should more time be required for the investigation, this too will be communicated to you within twenty one (21) business days from the receipt of your complaint.
However, we will endeavour to provide you with a final response within a maximum of forty five (45) days from the date you lodged the complaint with us.
Other Remedies available to you
You do not have to use our complaints and dispute resolution procedures if you feel there are other remedies available to resolve the matter. This is because there may be more specific legislation or codes that may apply, or that you may have already instigated legal proceedings before you chose to refer the matter to us.
We may still recommend that you lodge a complaint under our complaints and dispute resolution procedure to see if the matter is more quickly resolved through this process.
Our participation in the internal complaints and dispute resolution procedure is not a waiver of any rights under any law or contract between you and MyLife MyFinance.
What if a final resolution cannot be achieved?
In the event that we cannot resolve your complaint, we will provide you with the necessary information to enable you to contact Credit and Investments Ombudsman (CIO), our External Dispute Resolution Scheme. Details are as follows:
Credit and Investments Ombudsman
PO Box A252
Sydney South NSW 1235
Third Party Products
If your complaint relates to a third party product or service acquired through us (such as an insurance product, or financial planning service) and relates to the terms and conditions of that product or service (for example a specific insurance claim) we may ask you to contact the relevant third party. They will deal with your complaint under their complaints resolution process.
If you are not satisfied with the resolution of your complaint by the third party under their complaints resolution process, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the relevant third party for further details.
Customer Owned Banking Code of Practice
If you believe that MyLife MyFinance has not met its obligations under the Customer Owned Banking Code of Practice (COBCOP), you can make a complaint to us. If we are not able to resolve the complaint to your satisfaction and the complaint involves a claim that you have suffered loss or detriment, you may refer the matter to our External Dispute Resolution Scheme. If the complaint does not involve loss or detriment to yourself, you can refer the matter to the COBCOP Compliance Manager by calling 1300 780 808. For a copy of the COBCOP click here.
Our contact details
You may lodge your complaint free of charge by:
- visiting our branch;
- calling us on 03 9629 4484;
- or emailing firstname.lastname@example.org
If you are still not satisfied, you may contact MyLife MyFinance’s Complaints Officer by calling 03 9629 4484, faxing 03 9629 4130 or writing to:
The Complaints Officer
Level 1 535 Bourke Street
Melbourne VIC 3000