Mon - Fri : 08:30am - 5:00pm
Finance Hotline 1300-55-99-49

Dispute Resolution

How to make a complaint and the complaint process?

If you have a complaint, we request you follow these steps.  First point of contact for a complaint:

Complaints Officer

Tracey Lea Gilbert, Director       P: 08 9227 8577 or 0412 103 627


Rose M De Rossi, Director        P: 08 9227 8577 or 0411 181 938

  1. The Complaints Officers are senior personnel in our organisation and have the necessary experience and authority to handle your complaint and make relevant decisions on outcomes.
  2. The complaint need not be in writing and may be presented to us by any reasonable means, for example, letter, telephone, email or in person.
  3. You can also contact us on/at:

Post: Unit 1, 342 Fitzgerald Street North Perth  WA  6006

Phone: 08 9227 8577


Still not satisfied?

If you do not think we have resolved your complaint to your satisfaction, you may take the matter – free of charge – to the relevant External Disputes Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below.  You may also refer the matter to the relevant External Disputes Resolution Scheme at any time, but if our internal process is still in progress, they may request that our internal processes be complete before considering the matter further.

Our external dispute resolution provider is the Australian Financial Complaints Authority (AFCA) which can be contacted at:

  • Website:
  • Email:
  • Phone: 1800 931 678 (free call)
  • Mail: GPO Box 3, Melbourne  VIC  3001