1. Our Approach
If you are unhappy with any aspect of our services, we encourage you to contact us directly. We take complaints seriously and will do our best to resolve your concerns promptly and fairly.
You can reach us by phone on 1300 317 437 or by post at PO Box 584, Upper Coomera QLD 4209.
2. How We Handle Complaints
We will acknowledge your complaint within 48 hours (or two business days). Where this is not possible, we will acknowledge it as soon as practicable.
Your complaint will be assessed and you will be advised of the outcome, either by telephone or in writing.
3. External Dispute Resolution
If we are unable to resolve your complaint to your satisfaction, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides a free and independent dispute resolution service.
You may lodge a complaint with AFCA if:
- Your complaint relates to a service provided under the Bluewater licence.
- You are not satisfied with our response after 30 days.
Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001 Phone: 1800 931 678 (free call) Website: www.afca.org.au Bluewater membership number: 28547
Submit a complaint
Use the form below if you would like to lodge a complaint electronically.