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 or ACBF.

If you have had a negative experience with the ACBF, Aboriginal Community Funeral Plan or The Plan itself, 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, The Strand, 72-80 Marine Parade, Coolangatta, QLD 4225

Write to:           PO Box 1188, Coolangatta, QLD 4225

Email:               customerservice@acbf.com.au

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:  info@afca.org.au (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.