Complaints Policy

April 2026

At Firstmac, we take complaints seriously. We aim to resolve them quickly and fairly.

Our goals are to:

• Make sure you are satisfied with how we handle your concerns;
• Respect and protect the rights of our customers; and
• Use your feedback to improve our services.

What is a complaint

A complaint is an expression of dissatisfaction made to or about us, related to our products, services, staff or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected or legally required.

Who to contact if you have a complaint

Firstmac welcomes all feedback from all our customers. If you have a concern that can’t be resolved straight away, we will investigate your case and keep you informed of the progress.

If you have a complaint, please contact Firstmac at:

Phone: 13 12 20, 7am - 7pm Monday to Friday (AEST)
Email: customerrelations@firstmac.com.au
Postal address: GPO Box 7001 Brisbane, QLD 4001

If you require additional assistance, such as an interpreter or have any special requirements, please advise us so we can support you further.

Our team will help you

Our team will try to resolve your complaint immediately, if we can.

We will acknowledge receipt of your complaint within 24 hours of receiving it. The complaint will be given appropriate priority in accordance with the urgency of the issues raised and the individual circumstances.

When we receive a complaint, the matter is referred to a person with the appropriate knowledge and authority to undertake the investigation. Our aim is to resolve your complaint as quickly as possible.

Firstmac will investigate and respond to all customer complaints within the following timeframes:

Response

Once we have completed our investigation and assessment of your complaint, we will then provide the outcome and the reasons for reaching that decision to you in the same way you contacted us, whether that’s by post, email or telephone. This is known as an internal dispute resolution (IDR) response.

The IDR response is a written response informing you of the following:

• The final outcome of your complaint
• Your right to escalate your complaint to the external dispute resolution scheme, Australian Financial Complaints Authority (AFCA), if you are not satisfied with our IDR response
• The contact details for AFCA

Please note that we may not provide you with an IDR response in writing if by the end of the fifth business day after receipt of your complaint, we have:

• Resolved your complaint to your satisfaction; or
• Given you an explanation and/or apology when we can take no further action to reasonably address your complaint.

However, if you request a written response or your complaint is about hardship, we will still provide a written IDR response, even if your complaint is closed by the end of the fifth business day.

If we can’t resolve your complaint, you can seek independent review

If you aren’t satisfied with our final response to your complaint, you have the option to contact AFCA with your concerns.

You can contact AFCA via the following methods:

Website: www.afca.org.au

Telephone: 1800 931 678

Email: info@afca.org.au

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001