Complaints & Feedback

At PBF Australia Ltd (PBF), we are committed to providing excellent service. We value your input and we would appreciate any feedback you have, whether it is a comment, a compliment or a complaint.

Providing comments and compliments

If you have any comments or suggestions about how we can improve our product or if you have received excellent service from one of our staff members, we would like to hear from you.

All feedback should be forwarded to:

PBF Australia
PO Box 723
Osborne Park WA 6916

Telephone: 1800 809 780
Fax: (08) 9443 1788
Email: info@pbf.asn.au

Making a complaint

Alternatively, if you have encountered a problem with our service, or if you have any concerns about a procedure or policy, we would also like to hear from you.

You can inform us about your concerns by either telephone, email, fax or letter.

In the first instance, we would prefer you to contact us by telephone so that the issue may be resolved immediately.

If you are unhappy with the response we provide, please put your complaint in writing as this helps us to reduce the risk of misinterpretation or misunderstanding. PBF Australia will contact you within five working days of receiving the complaint to advise you of our next form of action.

We take all complaints seriously and we will endeavour to resolve the matter quickly and satisfactorily.

All correspondence should be directed to:

Complaints Manager
Paraplegic Benefit Fund Australia
PO Box 723
Osborne Park WA 6916

Telephone: 1800 809 780
Fax: (08) 9443 1788
Email: info@pbf.asn.au

External Dispute Resolution

We expect that our staff and managers will be able to resolve any issues you raise. However, if you believe your complaint has not been dealt with satisfactorily, you may contact the Financial Industry Complaints Service.

This service is provided at no charge to you.

The contact details for FICS are:

Financial Industry Complaints Service
PO Box 579
Collins Street
West Melbourne VIC 8007

Phone: 1800 335 405
Fax: (03) 9621 2291
Website: www.fics.asn.au

Postage and handling is charged at $5.50 to anywhere in Australia.

International postage rates will apply for resources sent outside of Australia.

PBF Australia will not refund customers if you simply change your mind.

PBF Australia will refund the cost of the resource plus postage and handling in circumstances where the resource is faulty.