Athena is an organisation that strives to deliver exceptional customer service. We do acknowledge that at times we may not deliver on this commitment.
Receiving complaints is viewed as an opportunity given to us by a customer or applicant to review and improve what we do. That is why we take every complaint seriously. We have a team that strives to listen to the complaint from the perspective of the complainant to first understand the nature and significance of the complaint before determining an outcome that is fair for all parties.
This page outlines the way that you can make a complaint both internally and externally to the Australian Financial Complaints Authority (AFCA) and the timeframes we strive to meet to resolve any complaint.
HOW TO NOTIFY US OF A COMPLAINT
In writing: Ground Floor, 347 Kent St, Sydney 2000
Phone: 13 35 35 (Weekdays 8am-8pm AET and Sat & Sun 10am-4pm AET)
There is no cost associated with making a complaint
We aim to acknowledge your complaint within 24 hours of receiving it, or as soon as practicable
We will review the nature of your complaint in a fair, unbiased, and timely manner and endeavour to resolve it when it is raised
If we are unable to resolve your complaint promptly, we will undertake further investigation
We aim to resolve complaints within 30 days or within 21 days if it relates to financial hardship or debt collection
When we need more time to resolve your complaint, we will keep you informed about the status of your complaint
We will work with your authorised delegate to manage your complaint on your behalf
WHAT WE NEED TO KNOW ABOUT YOUR COMPLAINT
Your name and contact details
Your relationship with Athena
Why you wish to make a complaint. Please provide enough detail for us to make an assessment
What resolution you are seeking
IF YOU ARE NOT HAPPY WITH THE RESOLUTION
If you are not satisfied with the response provided, you have the option to refer your complaint to the relevant external dispute resolution scheme. We are a member of the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to customers. You can contact AFCA:
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expire.
Athena acknowledges the traditional owners of the land on which we gather the Gadigal people of the Eora nation. We acknowledge that sovereignty was never ceded and respect their continued and continuing connection to this place.