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What if I have a complaint about the Card?

You should follow the complaints procedure outlined within the PDS.

However, please note that as of 1 November 2018, the Australian Financial Complaints Authority (AFCA) has replaced the Financial Ombudsman Service (FOS) as the external dispute resolution scheme to handle complaints.

If we are unable to resolve your complaint to your satisfaction within 45 days, you may be eligible to escalate the complaint with the AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA may be contacted at the following:

Telephone: 1800 931 678 (free call within Australia) 9:00am – 5.00pm AEST weekdays

Online: https://ocf.afca.org.au/

Email: info@afca.org.au

Mail: Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne, VIC 3001
Fax: (03) 9613 6399

Interpreter service: 131 450