Complaints and Dispute Resolution

Did we get it wrong? Even when it is not good news, we really do want to hear from you. After all, as a member, you are why The Capricornian exists. Keeping you satisfied is important to us and your feedback is the basis for improving our products and services.

The Capricornian has an internal process for handling complaints from our customers in relation to the products and facilities we issue. We may be able to solve your problem straight away. If your issue is more complex, we will assign a staff member to assist you. That way you’ll know who is handling your complaint and have a single contact point to answer your questions. Also, we will keep you up to date on what is happening so you don’t have to wonder.

We also belong to an Australian Securities and Investment (ASIC) approved External Dispute Resolution scheme – the Australian Financial Complaints Authority (AFCA) to which you can take any unresolved complaint against us (within the schemes terms of reference).

We are committed to responding to complaints and disputes in a way that is prompt, efficient, consistent with the law, applicable industry codes, good industry practice and fair to everyone involved.

For us to be able to deal effectively with your complaint you must continue to communicate with us and respond to our reasonable requests for information, while we are considering your complaint.

To view our Internal Complaint and Dispute Resolution Guide click here.

 

If you would like to make a complaint, you can get in touch with us however suits you.

In person:

Find a branch near you.

By phone:

Speak to a real person at our Member Connect Centre.
Phone: 07 4931 4900 or 1300 314 900
Hours: Monday to Friday 8.30am – 4.45pm

Email:
info@capricornian.com.au

Mailing address:

The Capricornian Ltd
PO Box 1135
Rockhampton Qld 4700