Let us know

If you experience a problem, are not satisfied with our products or services or a decision we have made, let us know so that we can help.

Contact us:

By phone:   1800 429 598
By Email: customer.relations@essentialsbyaai.com.au

Complaints can usually be resolved on the spot or within 5 business days.

Review by our Customer Relations Team

If we are not able to resolve your complaint or you would prefer not to contact the people who provided your initial service, our Customer Relations team can assist:

By phone:   1300 104 605
By Email: idr@essentialsbyaai.com.au
In writing: Essentials By AAI Internal Dispute Resolution,
PO Box 14180, Melbourne City Mail Centre VIC 8001

Customer Relations will contact you if they require additional information or if they have reached a decision. When responding to your complaint you will be informed of the progress of and the timeframe for responding to your complaint.  

Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free for consumers.

Any determination AFCA makes is binding on us, provided you also accept the determination. You do not have to accept their determination and you have the option of seeking remedies elsewhere.

AFCA has authority to hear certain complaints. Contact AFCA to confirm if they can assist you.

You can contact AFCA:

By phone:   1800 931 678 (freecall)
By Email:  info@afca.org.au
In writing: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
By visiting:  www.afca.org.au