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Complaints & Dispute Resolution

Although we aim to provide you with the highest standards of products and service, there may be occasions when our service does not meet your expectations. If such an event occurs, we are committed to dealing with any complaint or dispute arising in an efficient and effective manner.

We have a system for dealing with complaints and disputes, at no cost to you. This document sets out how it works and what is required to lodge a complaint or a dispute.

Where you are dissatisfied with our products, services or in the handling of a complaint, and you expect a response or resolution from us, you can use this process. The steps in the process are as follows:-


Notify us of the complaint

We can only deal with the complaint once we know about it. We would prefer that you advise us of your complaint by email at: Alternatively, you may call 1800 SWOOSH or by post at PO Box 460, Springwood QLD 4127.


Complete complaint documentation

Where the matter cannot be resolved to your satisfaction within 24 hours of you making a complaint, details of it will be recorded in our Complaints Register. If we do not have enough information, we will seek it from you.



We will acknowledge the receipt of your complaint within 24 hours (or 1 business day) of its receipt. We will also notify you of the procedures we will undertake as a result of your complaint.



Your complaint will be investigated through our internal dispute resolution (IDR) process. The person with the ultimate responsibility for its investigation is our Complaints Officer who may be contacted using the following contact details:


Phone: 1800 SWOOSH



Our aim is to have the matter resolved within 21 days of receiving your complaint. It may be as a result of the complexity or other reasons, that we may require more time to properly consider your complaint. If we require additional time beyond 21 days we shall notify you of our IDR delay.

If you are not satisfied with the resolution proposed by us, you can take the matter further. If the complaint relates to a financial service, you can refer it to our External Dispute Resolution Scheme. We are a member of The Australian Financial Complaints Authority or ‘AFCA’ , a scheme approved by ASIC. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.

The contact details for AFCA are as follows:-

The Australian Financial Complaints Authority

Phone: 1800 931 678

Mail: GPO Box 3, Melbourne, VIC, 3001



If the matter relates to privacy, you may take the matter up with the Privacy Commissioner. The contact details for the Privacy Commissioner, in the Office of the Australian Information Commissioner, are as follows:-

Privacy Commissioner

Phone: 1300 363 992

Fax: 02 6123 5145

Mail: GPO Box 5288, Sydney NSW 2001



Complaint form:

There is no charge to you (except for the provision of documents where you request them from us) for the use of this procedure. The services of AFCA and the Privacy Commissioner are made available at no charge to you.