Making a Privacy Complaint

If you have a complaint about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please use our complaints process so that we can help.

How to contact us

Once you raise an issue related to your privacy with us, we’ll acknowledge your complaint and explain how we’ll work with you to resolve it. At this point, we may refer your complaint directly to our Customer Relations Team.

Whilst we’re usually able to resolve complaints on the spot or within 5 business days, we’ll let you know if we need more time. You can contact us:

By phone: 1800 804 016
By email: customerservice@terrischeer.com.au
In writing: Terri Scheer, GPO Box 1619, Adelaide SA 5001

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If you need further support

If you aren’t able to resolve your complaint or would prefer not to speak to the people who initially provided your privacy complaint service, our customer relations team can help. You can contact them:

By phone: 1300 264 783
By email: idr@terrischeer.com.au
In writing: Terri Scheer Customer Relations Team, PO Box 14180, Melbourne City Mail Centre, VIC 8001

We will keep you informed of the progress and provide you with an outcome within 30 calendar days from when we first received your complaint.

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If you need external support

We will do our best to deal fairly and promptly with your complaint. However, if you aren’t happy with our decision, you can refer your complaint to the Office of the Australian Information Commissioner or request a review by the Australian Financial Complaints Authority as follows:

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