Making a Complaint

If you haven't had a good experience with Latitude, we want you to let us know. 

How to make a complaint

You can submit a complaint through any of the following channels:

• Online: Use our online complaint form to log your complaint. The form is available 24/7 so you can complete it at a time that suits you.
• Phone: Call us on 1300 369 340 between 9:00 am and 7:00 pm, Monday to Friday (AEDST). We may be able to resolve your issue immediately - but if not, we’ll escalate it for further review.
• Mail: Write to us at 130 Lonsdale Street, Melbourne VIC 3000. Please note that postal complaints may take longer to process.

When submitting a complaint, please include your name, preferred contact method, details of your concern, and your desired outcome.

What happens next?

Once we receive your complaint, we will:

• Provide you with a reference number for tracking.
• Begin investigating your concern.
• Try to resolve your complaint. We aim to resolve all complaints as quickly as possible. If our investigation takes longer than expected, we’ll contact you to keep you updated.

Our complaints principles and policies

We are committed to managing your complaint with care by:

• Listening and reviewing all the information you provide.
• Communicating clearly, using plain language to explain our findings and decisions.
• Ensuring fairness throughout the process.
• Offering a free service - our internal complaint process is completely free of charge.

Our Complaints Policy is available to download in a variety of translations:

English	Arabic	Greek
Hindi	Italian	Punjabi
Mandarin	Cantonese	Spanish
Tamil	Vietnamese

Unhappy with the outcome of a complaint?

If you feel your complaint hasn’t been resolved to your satisfaction, you can contact the Australian Financial Complaints Authority (AFCA) for independent assistance. However, we encourage working with us first to address your concerns.

AFCA is a free external dispute resolution service. They will independently review your complaint and reach its own outcome. You can contact AFCA via one of the below options:

• Website: afca.org.au
• Phone: [phone]
• Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001

Additional Support 

Authorising someone to speak on your behalf

You can nominate someone aged 18 or older to speak to us about your account and your complaint. This could be a family member, legal representative, accredited advisor, or financial counsellor. If you want someone else to use your account or talk to us on your behalf they need to be set up as an Authorised Third Party first. 

Accessibility

Latitude uses Language Loop interpreting service to empower you to speak in your language. We offer over 180 (including over 30 indigenous) language options completely free.

We also support the use of the National Relay Service (NRS) to ensure we are accessible for customers who have a hearing or speech impairment. The National Relay Service offer many types of calls, to suit different needs.