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Handling Your Complaint

Handling your complaints
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At Youi, our promise is to deliver awesome service, every time you need us.
If your expectations haven’t been met and you have a complaint, we want to try and solve it with you in a fair and transparent manner.

So, what steps should you take?

Step 1 / Get in touch

Your first step is to get in touch with one of our advisors and tell us about your complaint. Our advisor will aim to resolve it with you.

However, if they are unable to, or you’re not satisfied with the outcome, we’ll refer it to a Manager who will work with you to resolve the matter.

We understand your time is valuable, so we’re keen to act promptly and respond as soon as possible. We may need to gather more information or do further investigation. If this is the case we’ll aim to get back to you with a decision within 15 business days.

If more time is needed, we’ll work with you and agree on a suitable timeframe, aiming to resolve your complaint as soon as possible.

Here are your first options for contact:

Call 13 YOUI (9684)
International +61 3719 4800

Step 2 / Internal dispute

If the manager can’t resolve your complaint to your satisfaction, you can request it to be escalated as a dispute to the Internal Dispute Resolution Service (IDRS) or you can contact them directly.

An IDRS team member will contact you promptly to confirm your dispute details and then review the matter independently.

IDRS will gather all the information or do further investigation and will get back to you with a decision within 15 business days. If more time is needed, IDRS will work with you and agree on a suitable timeframe aiming to resolve your dispute as soon as possible.


Step 3 / External dispute

If you’re not satisfied and we can’t resolve your dispute with you or within 45 calendar days (following steps 1 and 2 above) you can contact the Australian Financial Complaints Authority (AFCA) which is an external, independent dispute scheme available to you at no cost.

AFCA will let you know if your dispute falls within its Rules and whether they’re able to review it. If it’s outside AFCA’s Rules you can seek independent legal advice or any other external dispute resolution options that may be available to you.

Call 1800 931 678
Mail Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001