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Help & support / Grievance Officer

When a concern needs a formal review.

Follow the published grievance policy when an issue needs escalation. Keep the earlier correspondence and request reference so the concern can be reviewed in context.

Talk to our team Take a closer look

Find the right place to ask a question or report a problem.

Prepare a clear review record
  1. Published policyRead the policy
  2. Relevant recordsSummarise the concern
  3. A clear requestFollow the stated process

Illustrative planning view

WORTH CHECKING

Share the right information.

  • The Policy Center is the source for published grievance contact details.
  • Keep copies of your own correspondence and acknowledgements.
  • Never send an OTP, password or full card number with a complaint.

WHAT TO EXPECT

Start with these details.

Find the right place to ask a question or report a problem.

Published policy

Use the grievance section in the Policy Center for the current process and published contact details. Do not rely on an unverified phone number.

Relevant records

Summarise the concern and the steps already taken. Include the existing reference and dates, without exposing passwords or financial credentials.

A clear request

Explain what you want reviewed. Submission does not guarantee a particular outcome or replace any other applicable complaint process.

NEXT STEPS

What to include in your enquiry.

A little context helps the team understand the problem.

  1. 01

    Read the policy

    Check the published grievance procedure and contact details.

  2. 02

    Summarise the concern

    Give a factual account of the issue and earlier follow-ups.

  3. 03

    Follow the stated process

    Use the channel and escalation instructions in the policy.