Our Service to you
We value your feedback. You have access to our dedicated customer service team who are fully trained and available to answer any questions you may have relating to your Plan, Membership or Youpla.
If you have had a negative experience, here’s what to do and how we can help.
You can make a complaint in person, by telephone, letter or email. Our contact details are:
Phone: 1800 622 924
Visit Us Suite 216, Level 2, 72-80 Marine Parade, Coolangatta, Qld
Write to: PO Box 1188, Coolangatta, Qld, 4225
Our aim is to resolve your complaint straight away. If we can’t we will work to address your concern within five business days. If it takes longer than five business days to resolve your complaint we will contact you and keep you updated.
If you are dissatisfied with our decision regarding your complaint, or we have not made a decision within 45 days, you may take your complaint to the relevant external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).
The contact details for AFCA are:
Australian Financial Complaints Authority GPO Box 3 MELBOURNE VIC 3001
Toll Free: 1800 931 678
Email: firstname.lastname@example.org (complaints can be lodged online)
There may be a time limit for referring your complaint to AFCA. You should contact them or visit their website for more details.