feedback & complaints
At one direct, we pride ourselves on providing with you great service and value for money products.
If our service doesn't meet your expectations, letting us know will help us improve.
Phone:
Mail:
one direct
Reply paid 83981
Private Bag No. 25
Collins St. West
Melbourne Vic 8007
If you do have a complaint, in most cases we can solve your problem on the spot. However if we can't, we will contact you within 48 hours and let you know how we will manage your complaint.
We will send you a letter to acknowledge your complaint and let you know how long we expect it will take to resolve.
We aim to resolve all customer complaints within ten working days.
If you are not satisfied with the steps taken by one direct to resolve your complaint, or with the result of our investigation, you can seek assistance from an alternative Financial Disputes Resolution Scheme.
Financial Services Dispute Resolution Schemes
General banking products - credit cards, home loans
Banking and Financial Services Ombudsman
GPO Box 3A
Melbourne VIC 3001
Phone:
http://www.abio.org.au
General insurance products - home and contents insurance, motor vehicle insurance
Insurance Enquiries and Complaints Limited
PO Box 561
Collins Street West
Melbourne VIC 8007
Phone:
http://www.iecltd.com.au/default.asp
The Australian Securities and Investments Commission's (ASIC) website http://www.asic.gov.au/asic/asic.nsf contains information on complaining about companies and people, and describes the types of complaints which are handled by ASIC.
To obtain further information contact the ASIC Infoline:
Phone:
Email: infoline@asic.gov.au
We would also like to know when you have had a positive experience with us. If any of the one direct team have exceeded your expectations, let us know so we can reward them and let the rest of the team know what our customers like.