How to provide feedback

Contact us

Good or bad, your feedback is important to us. Here's how you can contact us with your concerns, compliments or queries.

Call us Send a fax Send a letter Email

1300 650 852

Between 8:00am to 7:00pm,

Monday to Friday (AEST).

1300 725 726


Provider services

Reply Paid 2760

Melbourne, VIC, 8060

Solving your questions quickly

We want to make your experience with HICAPS as seamless as possible. Thats why we'll get back to you with in the following time frames.

Type of Query Response Time Frame
 Single questions or complaints  One business day
 Complex questions requiring investigations  Five business days
 Issues that require specialist advice Seven business days
 Disputes 10 business days(should we require more time we'll let you know in writing.

What if you’re unhappy with our response?

If you're unhappy with our resolution or you don't think we've resolved your concerns, then you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

Email Call Send letter 1800 931 678

Australian Financial Complaints Authority,

GPO Box 3,

Melbourne, VIC 3001

Understanding the AFCA

The Australian Financial Complaints Authority (AFCA) is an external dispute resolution (EDR) scheme designed to deal with complaints from consumers in the financial system. The AFCA provides a fair and independent financial services complaint resolution service that's free to consumers.