We have an Internal Dispute Resolution process and are also a member of an External Dispute Resolution Scheme.

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If you have a complaint about our services, please contact us. We aim to resolve the majority of complaints within five (5) business days. If we believe it may take longer to resolve your complaint or to investigate the matter thoroughly, we will let you know and keep you informed of progress.

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You can make a complaint in writing (letter or email) or verbally (telephone or personal representation). Your complaint will be referred to our complaints officer for response.

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Our complaints officer is:

• Contact: Phil Aldridge

• Telephone: 0438 565 911

• Email: phil+complaint@phaservices.com.au

• Mail: PO BOX 438, Doncaster, 3108 VIC 

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In many cases, we will be able to resolve your complaint using our internal dispute resolution process. However, if we are unable to resolve your complaint to your satisfaction then you may refer the matter to our external dispute resolution scheme provider. This is a free service designed to provide you with an independent mechanism to resolve specific complaints.

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Our external dispute resolution scheme provider is Australian Financial Complains Authority. You can contact them at no cost by:

• Telephone: 1800 931 678 (free call)

• Website: http://www.afca.org.au/

• Mail: GPO Box 3, Melbourne VIC 3001

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