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.

In certain situations where we need more time to investigate your concerns, we’ll provide you an explanation and the expected date of our response. We’ll continue to provide you with updates and provide you contact details for an external dispute resolution service.
Your options

If you are not satisfied with our response or process to your complaint, you can contact the below government bodies in the state you reside in.

These are free external dispute resolution services, independent from DG Institute and/or relative parties.

New South Wales

NSW Fair Trading can be contacted using the details below:

Website: https://www.fairtrading.nsw.gov.au/

Phone:9895 0111

Mail: NSW Fair Trading
PO Box 972
Parramatta 2124

Queensland

QLD Fair Trading can be contacted using the details below:

Website: https://www.justice.qld.gov.au/about-us/services/fair-trading

Phone:13 74 68

Email: mailbox@jusitice.qld.gov.au

Mail: QLD Fair Trading
GPO Box 149
BRISBANE QLD 4001

Victoria

VIC Consumer Affairs can be contacted using the details below:

Website: https://www.consumer.vic.gov.au/

Phone:1300 55 81 81

Mail: VIC Fair Trading
Consumer Affairs Victoria
GPO Box 4567
Melbourne VIC 3001

South Australia

SA Ombudsman can be contacted using the details below:

Website: https://www.ombudsman.sa.gov.au/

Phone:(08) 8226 8699

Mail: SA Ombudsman
PO Box 3651
RUNDLE MALL SA 5000

Australian Capital Territory

ACT Fair Trading can be contacted using the details below:

Website: https://www.accesscanberra.act.gov.au/s/fair-trading-portal

Phone:13 22 81

Mail: ACT Fair Trading
PO BOX 158
Canberra City ACT 2601

Tasmania

TAS CBOS can be contacted using the details below:

Website: https://www.cbos.tas.gov.au/home

Phone:1300 654 499

Mail: Consumer, Building and Occupational Services
PO BOX 56
Rosny Park TAS 7018

Northern Territory

NT Consumer Affairs can be contacted using the details below:

Website: https://consumeraffairs.nt.gov.au/contact-us

Phone:1800 019 319

Mail: Consumer Affairs – Darwin
1st Floor, The Met Building, 13 Scaturchio St, Casuarina NT 0810
PO Box 40946, CASUARINA NT 0811

Consumer Affairs – Alice Springs
Ground floor, Green Well Building, 50 Bath Street, Alice Springs NT 0870
PO Box 1745, ALICE SPRINGS NT 0871

Western Australia

WA Consumer Protection can be contacted using the details below:

Website: https://www.commerce.wa.gov.au/consumer-protection/

Phone:1300 304 054

Email:consumer@dmirs.wa.gov.au