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 your concerns haven't been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA)
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.