Going a step further
If you have raised an issue with HICAPS but your concerns haven't been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA)
Website: afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001
AFCA is an external dispute resolution (EDR) scheme designed to deal with complaints from consumers in the financial system. AFCA provides a fair and independent financial services complaint resolution service that's free to consumers.