Contact us
Good or bad, your feedback is important to us. Here's how you can contact us with your concerns, compliments or queries.
Call us | |
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Between 8:00am to 7:00pm, Monday to Friday (AEST). |
Solving your questions quickly
We want to make your experience with HICAPS as seamless as possible. Thats why we'll get back to you with in the following time frames.
| Type of Query | Response Time Frame |
| Single questions or complaints | One business day |
| Complex questions requiring investigations | Five business days |
| Issues that require specialist advice | Seven business days |
| Disputes | 10 business days(should we require more time we'll let you know in writing. |
What if you’re unhappy with our response?
If you're unhappy with our resolution or you don't think we've resolved your concerns, then you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
| Call | Send letter | |
|---|---|---|
| info@afca.org.au | 1800 931 678 | Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001 |
Understanding the AFCA
The Australian Financial Complaints Authority (AFCA) is an external dispute resolution (EDR) scheme designed to deal with complaints from consumers in the financial system. The AFCA provides a fair and independent financial services complaint resolution service that's free to consumers.