Resolving Complaints

Resolving your complaints

We promise to treat your complaint with fairness and take it seriously. After all, how we look after you when things don't go as planned is our chance to prove our customer service excellence.

A copy of our Complaints and Feedback Policy is available here.

How to lodge a complaint
Phone: 1300 123 123
Email: [email protected]
Fax: 1300 733 444
Post: Locked Bag 18, Collins Street East, Melbourne VIC 8003

How long does it take?
If we can't resolve your complaint at the first point of contact, we'll contact you over the phone or in writing within two days of receiving your complaint to let you know when you can expect a response.

Interpreter Services
If you need to talk to us and have difficulty speaking or understanding English, call the Telephone Interpreter Service (TIS) on 131 450 and ask them to call Maxxia on 1300 123 123, between 8am and 6pm (AEST).

TIS provides a service with over 100 languages.

Maxxia's Customer Advocate
Referral to the Customer Advocate
If you’re not satisfied with the resolution offered as part of the Complaints and Feedback process, then you can contact the Customer Advocate, who will act on your behalf to resolve the matter.

The Customer Advocate maintains independence from Maxxia's business operations.

This service is easy to access and free of charge to you. You can ask the staff member assigned to your case to refer your case directly to the Customer Advocate if your case has been fully investigated and you are not completely satisfied with the outcome.

The Customer Advocate will respond within two business days of receiving your complaint.
Maxxia will accept and abide by the Customer Advocate's final recommendation report.

More about the Customer Advocate

Contact the Customer Advocate:

Phone: 1300 649 515
Email: [email protected]

Australian Financial Complaints Authority
If the Customer Advocate is unable to resolve your complaint, you have the right to refer the matter to the Australian Financial Complaints Authority. This is a free service.

Contact the Australian Financial Complaints Authority:

Phone: 1800 931 678
Email: [email protected]
Post: GPO Box 3, Melbourne, Victoria 3001
Website: www.afca.org.au

Your legal rights
You have the right to seek further advice regarding your situation at any time if you feel this is necessary.

Privacy of information
At Maxxia, we take privacy of your personal information very seriously.  You can view our privacy policy online.