How to contact us with a complaint

Let us know

If you experience a problem, are not satisfied with our products or services, about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please let us know so that we can help.

Here is how you can contact us:

By Phone: 1800 429 598

By Email: customer.relations@essentialsbyaai.com.au

In most circumstances, your complaint will be acknowledged within 1 business day and can usually be resolved within 5 business days.

What accessibility options are available to me when making a complaint?

We want you to be able to make a complaint as easy as possible. Many people may find it hard to read and understand written information. We have created an Easy English Complaints Guide to help explain how to make a complaint and what happens if you do.

If you require further assistance with making a complaint or understanding our complaints process please visit Customers In Need Of Extra Support for more information.

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.

Here is how to contact our Customer Relations Team:

By Phone: 1300 104 605

By Email: idr@essentialsbyaai.com.au

In Writing: Essentials by AAI Customer Relations, PO Box 14180, Melbourne City Mail Centre, VIC 3001

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 and the timeframe for responding to your complaint.

We will provide you with an outcome within 30 calendar days from when we first received your complaint.

If you need more help on how to make a complaint you can access more information here.

Essential’s by AAI Culture Principles – Managing complaints

Our culture principles guide our people and those who represent us, on how we work together, make decisions and meet our customers’ needs. This includes when we are managing complaints.

If you would like to learn more about our Culture Principles, you can access more information here.

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 following external dispute resolution services.

The Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free to consumers and small businesses. 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 the authority to hear certain complaints.

Here is how you can contact AFCA and confirm if they can assist you.

By Phone: 1800 931 678 (free call)

By Email: info@afca.org.au

In Writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001

Online: www.afca.org.au

The Office of the Australian Information Commissioner (OAIC)

Here is how you can contact OAIC and confirm if they can assist you.

By Phone: 1300 363 992

By Fax: 02 9284 9666

By Email: enquiries@oaic.gov.au

In Writing: Office of the Australian Information Commissioner, GPO Box 5218, Sydney, NSW 2001

Online: www.oaic.gov.au (online complaint form available)