• Email:; 
  • Toll-free telephone: 1300 768 710; or 
  • Post: PO Box R745, Royal Exchange NSW 1225; 
  • Your name;
  • Your contact details;
  • How you would prefer to be contacted;
  • A description of your complaint; and
  • How you would like the complaint resolved. 
  • the final outcome of your complaint at IDR; and
  • your right to take the complaint to the Australian Financial Complaints Authority (“AFCA”) if you are not satisfied with the IDR response and how to contact AFCA.
  • resolved the complaint to your satisfaction; or
  • given you an explanation and/or apology when no further action to reasonably address the complaint can be taken.
  • you request a written response; or 
  • the complaint is about hardship.