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Complaints & resolutions

What to do if you have a complaint

We always aim to give you the best service possible, but we understand that sometimes issues come up and you may have a complaint.

We will resolve your complaint as quickly as we can, and we’ll keep you informed on your complaint’s progress.

If your complaint hasn't been resolved after 30 days, or if you’re unhappy with our decision, you may want to get an external review (read step 3 of our process to learn about this).

Step 1. Contact us

You can talk to us on web chat or call us on 132 132.

In person: Visit a branch or speak with your local representative.

We might be able to resolve your complaint straight away, or we might refer you to a manager (or you can ask to speak to a manager yourself).

Step 2. Contact Customer Relations

If you contacted us and your complaint wasn’t resolved, you can share your complaint to our Customer Relations team.

There are lots of ways to contact Customer Relations:

We’ll let you know if we need more information, and give you updates on the progress of your complaint.

Step 3. Get an external review of the decision

If you're not happy with our Customer Relations team's decision, you may want to get an external review.

One way to get an external review is by talking to the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free for customers.

Contact AFCA to find out if they can help with your situation. Get in touch by:

Some time limits apply to AFCA complaints, so act quickly. Check the AFCA website to see if time limits apply to your situation.

If your complaint is about CTP Insurance in New South Wales (also known as a Green Slip) and is:

If your complaint is about CTP Insurance in the ACT (also known as Motor Accident Injuries Insurance or MAI Insurance), read our MAI Insurance complaints process.

For complaints or feedback about CTP Insurance in South Australia, learn more about your CTP Insurance claim in SA.

For complaints or feedback about Life Insurance, Income Protection Insurance or Funeral Insurance, contact TAL Direct.

For complaints about NRMA Home Loans, find out how to make a home loan complaint.

Privacy and data complaints

If your complaint relates to privacy or how we handle your Consumer Data Right (CDR) data, you can also contact the Office of the Australian Information Commissioner (OAIC):

You have up to 12 months from when you became aware of the issue to lodge a complaint with the OAIC.

For more information, see our Privacy Policy.

Need extra support?

We understand everyone’s situation is different. We offer a range of support services, including for:

  • Accessibility needs (including d/Deaf, hard of hearing services)
  • Language or communication barriers

Visit our Help and support page for more information.

Information in other languages

If English is not your first language, we provide information about our complaints process in other languages.

If you need in-person support in a language other than English, you can visit selected NRMA branches that offer multilingual assistance. Find a branch and see which languages are available.

Lodging a complaint through a representative

You may choose to have someone—like a financial counsellor, legal advisor, or trusted friend or family member—make a complaint on your behalf.

Once we’ve received your authority, we’ll communicate directly with your representative unless:

  • You ask us to speak with you directly
  • We believe your representative isn’t acting in your best interests or isn’t authorised
  • AFCA has excluded your representative from handling complaints

Have a question?

If you’d like to know more about how we handle complaints, talk to us on web chat or call 132 132.

Help in other languages

Read information in these languages about how we handle complaints:

Things you should know about NRMA Home Loans

Bendigo and Adelaide Bank Limited (ABN 11 068 049 178 Australian Financial Services License (AFSL) and Australian Credit Licence (ACL) 237879) is the credit provider. Credit services are provided by Tiimely Pty Ltd (ABN 41 605 696 544) and Australian Credit Licence (ACL) 496431). Insurance Australia Limited (IAL) trading as NRMA Insurance (ABN 11 000 016 722) a member of Australian Financial Complaints Authority (AFCA) does not hold an Australian Credit Licence (ACL). IAL may receive a commission from Bendigo and pay a commission to Tiimely if your loan application is approved.