Complaints
Australia
If you are not satisfied with the service you have received from us please contact us. We have an internal complaints process and undertake to investigate your concerns promptly and fairly. You may contact us to make a complaint by telephone or in writing and preferably by email to our Compliance Officer at gAUCompliance@jarden-group.com.au
Following receipt of your concern, we will provide a response in writing within 30 days of receipt. Where this is not possible, we will provide you with a written notification which sets out the reasons for the delay. We will try to resolve your complaint at your initial point of contact and escalate where necessary to the Compliance Officer who will then investigate your concerns and contact you if further information is required.
If we are unable to resolve your concerns to your satisfaction, you may choose to lodge a complaint with the Australian Financial Complaints Authority (AFCA). The contact details for AFCA are:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Ph: 1800 931 678
Fax: (03) 9613 6399
Website: www.afca.org.au
Email info@afca.org.au
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
New Zealand
If you are not satisfied with the service you have received from us you should contact us. We have an internal complaints process and undertake to investigate your concerns promptly and fairly. You may contact us to make a complaint by telephone or in writing and preferably by email to our Compliance Officer at gAUCompliance@jarden-group.com.au.
Jarden is a member of an independent dispute resolution scheme operated by Financial Services Complaints Limited (“FSCL”) and approved by the Ministry of Consumer Affairs. Under FSCL criteria we have 40 days to respond to your complaint. If you are not satisfied by our response, you may refer the matter to FSCL by emailing info@fscl.org.nz or calling FSCL on 0800 347257. Full details of how to access the FSCL scheme can be obtained on their website www.fscl.org.nz. There is no cost to you to use the services of FSCL.