Complaints Handling Guide

Unhappy with our service?

The Compare Club team aims to meet the highest possible standards for our customers but there may be times when you feel we've fallen short. We want to make sure we can put things right.

We take all feedback seriously and by providing yours, it helps us to identify ways to continually improve. We'll work with you to address your complaint quickly, and aim to find a resolution that is fair and reasonable. This guide explains our approach to handling complaints.

Making a complaint

How do you make a complaint?

Let us know as soon as possible if you have a complaint.

You can do this in a number of ways, depending on the nature of your complaint:

What should you include with your complaint?

To help us understand your complaint, if you choose to write to or email us, please include the following information:

• The word ‘Complaint’ in the subject line of your email
• Your name and contact details, including your preferred telephone number
• An explanation of what your complaint is about
• Copies of any relevant documents
• The outcome you would like

If you need help making a complaint

Authorising a support person

If you need help or support to make a complaint, you can authorise someone, for example, a family member or friend, to contact us on your behalf. We need your permission to talk to them about your complaint - you can give this permission verbally or in writing.

Interpreter service

If you do not speak English, or if English is not your first language, and need an interpreter, the Translating and Interpreting Service (TIS National) provides interpreting services. The phone number for TIS National is 131 450.

Accessibility Support

If you are deaf and/or find it hard hearing or speaking with people who use a phone, the National Relay Service (NRS) can help you. Visit the NRS website for information about how to access the service you require.

You’ve made your complaint

How long will it take?

If we can’t resolve your issue immediately, we will acknowledge your complaint, either verbally or in writing.

It will then be escalated to the relevant Customer Service Team who will look after your complaint.

We aim to resolve all complaints as quickly as possible. We are required to finalise your complaint within regulatory timeframes; the applicable timeframes are based on the product the subject of your complaint, as set out below:

If we can’t resolve your complaint within the relevant timeframe, we will keep you updated with the progress of your complaint.

If we are unable to resolve your complaint within the timeframe specified above, you can lodge a complaint with the relevant regulatory authority - see next section.

Our response to your complaint

What will it include?

We will call you to respond to your complaint and may also provide a response in writing. This will include our investigation into your complaint, the reasons for our decision and how you can escalate the complaint to an external organisation if your complaint has not been resolved to your satisfaction.

If we can’t resolve your complaint to your satisfaction

We aim to resolve all complaints in a timely and satisfactory manner. If you’re still unhappy with the resolution, you can lodge a complaint with the Australian Financial Complaints Authority or the relevant Ombudsman, as shown below.