Complaints and Disputes Resolution

AHI will do everything possible to provide a quality service at all times. If there are any concerns or complaints about Our products or service, AHI staff are always available to listen and help where they can.
 
We will attempt to resolve your complaint immediately, but if we cannot, we will acknowledge your complaint and advise you of the procedures we will follow in handling and investigating your complaint.  
We will keep you up to date regarding our progress and will endeavour to respond to your complaint within 30 calendar days.  Our response will be in writing and will advise you of the outcome of our investigations and our proposed resolution of your complaint.  
 
If we cannot resolve your complaint within 30 calendar days or you are not satisfied with our response to your complaint, we will write to you and provide you with details of the Australian Financial Complaints Authority (AFCA) so that you may consider taking your complaint to them.
 
AFCA provides accessible, fair and independent dispute resolution services free of charge to consumers. AFCA is for customers as allowed under its Rules and can advise you if your dispute falls within their Rules. If you would like to refer your dispute to AFCA, you must do so within 2 years of the final decision we provide. AFCA may still consider a dispute lodged after this time if AFCA considers that exceptional circumstances apply. AFCA determinations are binding on us.
 
You do not have to accept any decisions that we or AFCA makes. You always have the option of seeking other solutions.

Please contact AHI to request further information about AFCA or contact:

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 3001

Telephone: 1800 931 678

Email: info@afca.org.au

Web: www.afca.org.au