North Service CentrePost: GPO Box 2915, Melbourne, VIC 3001Phone: 1800 667 841 (1800 North 1)Email: email@example.com Operating hours: Mon to Fri 8.30am to 7pm AEST
We're here to help
Your feedback is important to us. If you’re unhappy with our products or service, we want to know about it. We treat every complaint seriously and aim to resolve your concerns as quickly as possible. You can read about our Complaints policy and our commitment to you.
Of course, if you want to tell us about a positive experience, we’d love to hear about it. Email us at firstname.lastname@example.org
Contact our team
If you have a complaint the first thing you can do is let us know what’s happened. You can contact the North Service Centre with the details above.
What to include in the complaint
To help us respond to your complaint quickly, please include the following information:
We recommend you keep a copy of your complaint and original documents for your records.
If we can’t resolve your complaint straightaway, we’ll escalate it to the right Customer Resolution team. We’ll acknowledge receipt of the complaint within one business day and provide you with a reference number.
We always aim to resolve your complaint as quickly as possible. However, there may be exceptional circumstances where the timeframes may be extended. We’ll contact you and give you an update at least every 10 days.
If the complaint is still unresolved
The Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution that’s free to consumers and small businesses.
If your complaint hasn’t been resolved to your complete satisfaction or in the required timeframe, you can lodge a complaint with AFCA:
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 Phone: 1800 931 678 Email: email@example.com
There are time limits for lodging certain complaints with AFCA. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of receiving our written decision.
Getting help to make a complaint
If you need support or help to make a complaint you can ask an authorised representative, family member or friend to contact us on your behalf. We need your permission to speak with anyone else about your complaint – this can be verbal or in writing.
If you have a hearing or speech impairment you can use the National Relay Service:
The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131 450.
Clients click here
Click here for tips on how to find your North user ID or fill in your details below to have it sent to you by email. If you need assistance, please contact the North Service Centre on 1800 667 841.
Forgot your user ID?
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To protect your account and ensure the right person is accessing this account an SMS security code has been sent to the mobile number provided to us. Use this code to confirm your identity. If you have not received the code, or the code has expired you can request a new code below.
For security, we need to ensure the right person is updating this account.
A security code has been sent to the email address you have registered with us. Use this code to confirm your identity. If you have not received the code, or the code has expired you can request a new code below.
Please enter the security code and details of your new password below.
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