We take your feedback seriously and aim to provide simple, easy to use and trustworthy services to our customers.

We see your complaint or feedback as an opportunity to not only resolve the matter for you, but as a way to improve the way we do things.

Make a complaint or provide feedback

You can advise us of your complaint or provide feedback by:


Details of your complaint or feedback

So that we can resolve your complaint as quickly as possible, it is important that you provide us with as much information as possible. This includes details such as:

  1. Your customer number and name;
  2. Contact details – preferred contact method, if by phone advise the best times to reach you;
  3. Complaint or feedback information – what is your complaint or feedback about and when did it happen; and
  4. Resolution – how would you like the matter resolved.

Timeframes

We will try our best to resolve the complaint for you on the spot, and in most cases we can. If we can’t we will:

  • Keep you up to date on our investigation and progress;
  • Work to resolve your complaint within 21 days of receiving it from you;
  • Let you know if we need more information or more time to investigate; and
  • Provide you with final resolution within 45 days – if not we will inform you of the reasons for delay.

If we request further information from you to help us resolve your complaint and you do not respond, we may consider the matter resolved. However, if you provide information at a later date we will reopen the complaint and continue to work on a resolution for you.


Other options

Senior Manager Review

If you are not satisfied with our initial response, you can request for your complaint to be reviewed by a Senior Manager.

Senior Manager Review
Phone: 1300 138 044
Email: info@tptl.com.au
Post: GPO Box 227, Hobart TAS 7001


Tasmanian Perpetual Trustees is a member of the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution body that deal with complaints regarding the financial services industry.

Australian Financial Complaints Authority
Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Post: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001


For more information regarding complaints about your privacy refer to our Privacy Policy.

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