Complaints Policy

We’re focused on client outcomes; your success is our success. We are committed to delivering a low effort client experience, every time you use our product and service

If you are not satisfied or you do have immediate concerns, please reach out our Client Experience Team on 1300 871 251 and we will work with you every step of the way to achieve a better outcome.

In this document you’ll learn:

Table of Contents
Our commitments
How to make a complaint?
Our complaint process
Your options
More information
Our Commitments

We will:

How to make a complaint?

The Process includes the following steps:


Online

If you would like to submit an online complaint, click here to submit your form and we’ll communicate and respond via email.

Phone

If you would like to talk directly with us, please call one of our Client Experience Specialist between 9:00 – 5:00pm Monday – Friday AEST. If you can’t resolve your query at that time, we will escalate your complaints to our complaints team. DG Institute Client Experience Team: 1300 871 251

Mail

If you are unable to call or visit our offices, please write to us at: DG Institute Level 22, 31 Market Street SYDNEY NSW 2000

Our complaint process

Confirm receipt of your complaint and give you a complaint reference number within 24 hours approx.

Aim to resolve complaints within 14 days.

Note: shorter timeframes apply for complaints about financial hardship and debt collections, which we aim to resolve within 7 days.

Note: shorter timeframes apply for complaints about financial hardship and debt collection, which we aim to resolve within 7 days.
Your options

If you are not satisfied with our response or process to your complaint, you can contact the Australian Financial Complaints Authority (AFCA).

AFCA is a free external dispute resolution service, independent from DG Institute and or relative parties.

AFCA can be contacted using the details below:

Website: afca.org.au

Phone: +61 1800 931 678

Mail:

Australian Financial Complaints Authority

GPO Box 3

MELBOURNE, VIC 3001

More information