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Before you start a complaint, please read our Start a complaint page for information about our process and the complaints we can and can’t look into. We also have an online complaint form to make the process easier.

If you have feedback about our website or our services, please read the Feedback page for more information.


1800 500 509 (free call)

8.30 am – 5.00 pm, Monday to Friday (except public holidays).

We accept reverse charges calls. If you’re calling from a mobile phone, let us know and we can call you back. We also offer callbacks. Fill in the form below and we'll call you.

+61 3 8672 4410 (if calling from overseas)

Live chat

Look for the chat icon on the right side of the page

8.30 am – 4.30 pm, Monday to Friday (except public holidays).



1800 500 549 (free fax)


Reply Paid 469

Melbourne VIC 8060

We accept letters in Braille.

Help in other languages

If you need an interpreter, please call 131 450 for an interpreter service.

If you’d like us to organise an interpreter for you, please call us on 1800 500 509.


If you have difficulty speaking or are deaf or hard of hearing, we recommend using the National Relay Service.

"Treated me with dignity and respect and listened to me"

Abdullah* Victorian customer * Name has been changed

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