IFAA prides itself on the timely delivery of quality services to its clients. If you ever have a problem with IFAA, we are keen to address this as soon as possible. IFAA has established an internal procedure for handling any complaint. If you have a complaint, you may write to:
The Complaints Officer
PO Box 10654 Brisbane QLD 4000
Alternatively, you can send an e-mail to firstname.lastname@example.org, or contact our Reception on 07 3238 1200 between 8.30am and 5.00pm (Monday to Friday).
IFAA will address your concerns and try to resolve them quickly. IFAA aims to resolve any complaints as soon as possible but no longer than 45 days from the time of receipt.
If you are dissatisfied with our handling of your complaint or the Company’s decision, you may contact the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution scheme that deals with complaints from consumers in the Financial Services system. They are independent and impartial, operated by a not-for-profit company limited by guarantee that has been authorised by the Minister for Revenue and Financial Services, and offer an accessible alternative for resolving disputes.
You can contact AFCA as follows:
Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001
Phone (toll free): 1800 931 678