We are committed to providing high-quality service and always treating customers fairly. If you are dissatisfied with our products, services, staff, or the way a complaint has been handled, you may make a complaint free of charge, and we will work to resolve it as quickly as possible.

What is a complaint?

A complaint is an expression of dissatisfaction made to or about us where a response or resolution is expected or legally required (RG 271.27).

How to make a complaint

You can lodge a complaint using any of the following methods:

  • Check circle iconBy email:
    customerresolution@computershare.com.au
  • Check circle iconBy post:
    C/- Customer Resolutions
    GPO Box 2975, Melbourne VIC 3001, Australia
  • Check circle iconBy phone:
    1300 850 505 (Australia only)
    61 3 9415 4000 (International callers only)

If you need help lodging a complaint, please contact us on 1300 850 505.

How we handle complaints

We will:

  • Check circle iconacknowledge your complaint within 24 hours (or as soon as practicable);
  • Check circle iconrecord your complaint and provide a reference number;
  • Check circle iconinvestigate your complaint fairly and objectively; and
  • Check circle iconcommunicate the outcome to you.

We will aim to resolve your complaint immediately. If your complaint is not resolved within five business days, or if you request a written response, we will provide a written response (an IDR Response) within 30 calendar days.

We may not provide a written response where:

  • Check circle iconyour complaint is resolved to your satisfaction within five business days and you have not requested one; or
  • Check circle iconwe have provided an explanation and/or apology within five business days and no further action can reasonably be taken.

If we are unable to provide an IDR Response within 30 days, we will inform you of the delay and the reasons.

External dispute resolution

If your complaint relates to a financial service covered by our Financial Services Guide (FSG) and you are not satisfied with our response, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA) after completing our internal complaints process.

AFCA contact details: