We’re committed to helping our customers, and we do our best to reach a fair outcome in any dispute. But ultimately, there still may be times when an outcome that we’ve judged to be fair could leave a customer dissatisfied.
If this happens to you, know that you’ve still got options.
Customer Advocate
Our Customer Advocate exists to make sure ME’s customers are treated fairly, and to ensure their complaints are thoroughly investigated and fairly resolved.
If you’re not happy with our final response, you can ask the Customer Advocate to review the handling of your complaint. They’ll investigate whether the complaint resolution process was properly followed, and whether the outcome that was achieved was fair.
Here’s how to get in touch with our Customer Advocate:
1. Ask the case manager you’ve been dealing with to refer your case to the Advocate for review.
2. Request review by the Customer Advocate via our online complaints form.
3. Send a secure mail using internet banking and ask to deal with our Customer Advocate.
Australian Financial Complaints Authority
Another option is to get in touch with the Australian Financial Complaints Authority, an external organisation that resolves disputes between financial service providers and their customers.
The Australian Financial Complaints Authority will likely encourage you to resolve the matter with ME before they investigate your concerns. The service is free of charge for consumers.
Australian Financial
Complaints Authority
GPO Box 3
MELBOURNE VIC 3001
Telephone: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au