At The Mac, we pride ourselves on providing quality service that meets the needs of Members. If you have a concern that needs to be addressed, please let us know so that we can take the opportunity to resolve your concerns.
1. Making a Complaint
In most instances, complaints can be resolved to your satisfaction if we are aware of your concerns. Please contact us using one of the methods at the top of this page. Rest assured, if the staff member that receives your concerns is unable to handle the matter, they will pass all information onto the appropriate person.
2. How to use our Dispute Resolution Procedure
If after following all avenues in step 1 your complaint has not been resolved to your satisfaction you may wish to take the matter further. If so, please refer to our Resolving Problems Guide
3. Australian Financial Complaints Authority
If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution which is free to consumers. You can contact AFCA by: