Dispute Resolution

If you have any complaints about the service we provide you, please take the following steps:

• Please contact Austrata and tell us about your complaint.  We will do our best to resolve it quickly.
• If your complaint is not satisfactorily resolved within five business days, please contact our Head of Austrata, who will review the complaint.  You can contact him on telephone number 1300 936 560 or put your complaint in writing and send it to the Head of Austrata at Level 12, 77 Castlereagh Street, Sydney NSW 2000 or by email at [email protected].

We will try to resolve your complaint quickly and fairly.

Austrata is a member of the Australian Financial Complaints Authority (AFCA).  If the complaint is not resolved to your satisfaction within 45 days, then you may lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers:

Online: www.afca.org.au 

Email: [email protected]  

Phone: 1800 931 678 (9:00am to 5:00pm AEST/AEDT weekdays);

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If you have any other questions about the financial services we provide, please do not hesitate to contact us.