Feedback & complaints

We welcome feedback from our customers and treat the information we receive from feedback and complaints as an opportunity to improve our services, systems, and products. If you have any concerns about your Compare the Market experience, then please get in touch so we can rectify the situation as quickly as possible.

We are committed to understanding all aspects of complaints in an objective and unbiased manner, and any decisions made are underpinned by the principle of fairness and based on the specific facts and circumstances of each complaint. Customers will not be adversely affected by a complaint made by them or on their behalf.

How to make a Complaint

What to do if you’re unhappy with any of our services, decisions, or actions.

Step 1 — Contact us

The best way to contact us with a complaint is to email us at [email protected].

If you’d like to unsubscribe from our marketing list, then please email us at [email protected]

If you have a query, need assistance, or would like to provide feedback, then please email us at [email protected]

Alternatively, you can contact us by calling 13 32 32 or writing to us at Level 2, 80 Jephson St, Toowong, QLD, 4066.

Need Additional Assistance?

Our services are available to all people and we are committed to ensuring that we are accessible to everyone.

Customers may nominate representative/s to assist them to manage a complaint, such as financial counsellors, legal representatives, family, or friends. The below options are available to assist you in contacting Compare the Market.

National Relay Service (NRS) Chat· You can make NRS Chat Calls using the NRS app. Download the app from the Google Play or Apple App store

· Alternatively, you can go to NRS chat webpage – https://nrschat.nrscall.gov.au/nrs/internetrelay

Voice Relay· Dial 1300 555 727

· Ask the relay officer to call Compare the Market on 13 32 32

SMS Relay· Send an SMS to 0423 677 767

· Include Compare the Market’s name and the message you wish to send

Teletypewriter (TTY)· Dial 133 677

· Let the Relay Officer know you wish to call Compare the Market on 13 32 32

Translating and Interpreting Service (TIS National)· If English is not your first language, you can use TIS National

· Register a personal account

· When you need a phone interpreter, call 131 450

· Be ready to provide Compare the Market’s name and phone number (13 32 32)

Step 2 – Our team will help you

We’ll endeavour to provide you with an initial acknowledgement of your complaint within 1 business hour where we can, and after that we’ll try to resolve your complaint as soon as we can. In all cases, we commit to providing you with an update at least every 10 Business Days until your matter is resolved.

Step 3 – If we can’t agree, you can seek an independent review

If you’re not satisfied with the outcome of a complaint, or the amount of time it is taking us to resolve it, you are entitled to refer the matter to the appropriate External Dispute Resolution body. The relevant bodies are listed below.

For private health insurance complaints:
You can contact the Commonwealth Ombudsman on 1300 362 072 or visit them at www.ombudsman.gov.au and www.privatehealth.gov.au.

For all other insurance or credit related complaints:
You can contact the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

For energy related complaints:
Here’s how you can contact your state’s Ombudsman: