Every issue raised with HICAPS will be addressed as quickly as possible. If an issue cannot be resolved immediately, you will be informed by the next working day and the ongoing process will be explained to you. We aim to resolve all issues within the following time frames. Simple complaints should be resolved within one business day. Any matter requiring investigation should be resolved within five working days.
Issues that require specialist advice should be resolved within seven working days.
Disputes should be resolved within 10 working days if more time is required to resolve or investigate your complaint, you will be advised in writing.
If you have any issues you wish to raise with HICAPS, or if you have suggestions on how we can improve, there are three ways you can contact us.
If you have raised an issue with HICAPS but don't feel it has been resolved to your satisfaction, you may be able to raise your concerns with the Banking and Financial Services Ombudsman, if you are an individual or small business customer.
The Ombudsman is not an advocate for either the customer or the bank, but works to assess the merits of each case based on the information provided by both parties, taking into account the law, applicable industry codes or guidelines, good banking practice and fairness.
You can phone the Banking and Financial Services Ombudsman on (03) 9613 7333 or toll free on 1300 780 808. Alternatively, you can fax (03) 9613 7345 or write to:
The Banking and Financial Services Ombudsman
GPO Box 3
Melbourne Victoria 3001
Or visit www.bfso.org.au