If you have a complaint regarding our failure to provide access to or to correct any credit-related information that we hold about you, you may lodge it with us or directly to the Office of the Australian Information Commissioner (OAIC). You are not required to let us first assist you with your complaint, however, the OAIC might refer the complaint to us for resolution before they assist you. Further information about making a privacy complaint to the OAIC is at: http://www.oaic.gov.au/.
You have the right to make a complaint if you have a concern about your privacy, including that of your credit-related information. If you wish to make a complaint regarding our handling of your credit-related information (but it is not a complaint relating to access or correction, as described above), please contact us using the contact details below and provide us with details of the incident so that we can investigate your complaint. Please note that we will ask you to lodge your complaint in writing. For complaints made directly to us, we will endeavour to understand and resolve your complaint as soon as possible, in accordance with our Complaints Policy and you can expect us to acknowledge receipt of the complaint within seven days. If we cannot resolve the matter within 30 days, we will contact you and explain the reason for the delay, the expected timeframe to resolve the complaint and seek your agreement to extend the period.
If your complaint relates to the correction of your credit-related information and the resolution of your complaint requires us to correct your information, we will inform each other credit provider and credit reporting body that we have previously disclosed your information to, that you have made a correction complaint in relation to that information and that we have corrected your information because of the outcome of that complaint. However, we will not give such notification if doing so is impracticable or prohibited under an Australian law or a court/tribunal order.
If you are not satisfied with our handling of your complaint or our proposed resolution, you have a right to lodge a further complaint to the OAIC (contact details are listed above).