Be prepared
Before you contact us be prepared with any supporting documents or evidence you think will help clarify your concern. When you make your complaint, be clear about what has happened and what you would like us to do.
Contact us in Person or via Telephone
If you have a complaint or concern you should first contact us on 138 001 or call into your nearest MyState Financial Branch. In most situations the Service Consultant will be able to resolve the matter at that time. If they are unable to resolve the matter they will follow up with the appropriate area.
Write to Us
You may also raise your concerns by completing a Complaint Form ‘Resolving your Complaints’ or documenting separately the details of your complaint and handing it in at your nearest MyState Financial Branch or mailing it to us. All relevant supporting documentation should be included.
Written complaints can be forwarded to:
Complaints Officer
MyState Financial
GPO Box 1274
HOBART TAS 7001
You can also email your complaint or concern to mycomplaint@mystate.com.au.
What you can expect from us
Our aim is to respond to your complaint promptly and resolve it quickly. This can often be done when you first contact us, either by phone or in person at a MyState Financial Branch.
If we cannot resolve your concern or complaint immediately, we will continue to investigate the situation promptly, and will endeavour to resolve the problem within 21 days. If we need more information or more time to investigate we will write to you advising that it will take longer. In no case will we allow a complaint to remain unresolved longer than 45 working days without a written response.
On occasions, you may remain dissatisfied with our response. The next step is to ask for the issue to be reviewed by a Senior Manager or Executive of MyState Financial. To make this request, please contact the MyState Financial Complaints Officer, either in writing to GPO Box 1274 Hobart Tas 7001, or via email to mycomplaint@mystate.com.au. Please ensure that you include your customer/account number on your request, and provide the reason why you are dissatisfied with the initial response, and the remedy sought to resolve the dispute.
External Dispute Resolution Scheme
If, despite everyone’s best efforts to reach a positive outcome you remain dissatisfied with MyState Financial’s response, you may wish to have the matter investigated by someone other than MyState Financial.
Should you remain unhappy with the final response, you have the right to have your claim dealt with by the Financial Ombudsman Service (FOS). MyState Financial is a member of the FOS, an external dispute resolution scheme approved by the Australian Securities and Investments Commission. FOS is an independent organisation offering free and accessible dispute resolution services to financial services consumers across Australia.
The Financial Ombudsman Service can be contact by:
Telephone: 1300 78 08 08
Fax: 03 9613 6399
Post: GPO Box 3 Melbourne VIC 3001
Email: info@fos.org.au
Web: www.fos.org.au
If your concerns involve the Financial Planning service and involve the ethical conduct of a Financial Planner you may wish to consider raising your concerns in writing with the Financial Planning Association of Australia Limited (FPA). They can be contacted at PO Box 109 Collins Street West, Melbourne VIC 8007.
If you have a complaint or concern about the collection or use of your personal information or a breach of privacy and we are unable to resolve your dispute, the matter can be referred to the Office of the Privacy Commissioner who may investigate your complaint further. They can be contacted on 1300 363 992 or at GPO Box 5218, Sydney NSW 2001.
The Australian Securities and Investments Commission (ASIC) also has a freecall Infoline 1300 300 630, which you may use to make a complaint and obtain information about your rights. Alternatively, you can detail your complaint in an email to infoline@asic.gov.au.
To find out more, call MyState Financial on 138 001 or visit your local Branch.