Handling Your Complaint

Handling your complaint
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At Youi, our promise is to deliver awesome service, every time you need us.

Click here for CTP complaints

What if you have a complaint?

We value your feedback and want to hear from you – whether you’re telling us that we’ve done well, or that we need to improve. So, if your expectations when dealing with us haven’t been met, let us know and we’ll try our best to make it right.

Please tell us if your complaint is impacting any other difficulties you’re currently experiencing, so we can understand your circumstances and prioritise your complaint appropriately.

Below, you’ll find the steps to take if you find yourself wanting to lodge a complaint with us.

We can offer extra support if you’re experiencing:

  • Vulnerability
  • Financial difficulty
  • Family violence
  • Language or communication barriers

Get in touch on 13 YOUI (9684) or visit our support services page for more info and a full list of the services we offer.

How does it work?

Get in touch

If you have a complaint, you can get in touch with one of our advisors by phone and they’ll try to resolve it with you at the time, or you can complete our online complaint form.

Here are your first options to get in touch:

Call: 13 YOUI (9684)
International callers: +61 7 3719 4800 

Or you can complete our online complaint form.


Internal review

If you called us and our advisor was unable to resolve your complaint or you’re not satisfied with the outcome, we’ll refer it to our Customer Relations Team who’ll acknowledge your complaint and work with you to resolve the matter. Any complaints lodged via the online complaint form will also be referred to our Customer Relations Team.

If our Customer Relations Team can’t resolve your complaint to your satisfaction, it can be escalated to the Internal Dispute Resolution Service (IDRS) for an independent review. You can request escalation via our Customer Relations Team or the IDRS can be contacted by phone or email.

An IDRS team member will get in touch with you to confirm your complaint details and then review the matter.

IDRS escalation information:

Email: disputes@youi.com

Or you can call 13 YOUI (9684) and request your complaint be escalated to the IDRS.


External review

Alternatively, if you’re not satisfied or we can’t resolve your complaint within 30 calendar days of the date on which the complaint was made, you may contact the Australian Financial Complaints Authority (AFCA) which is an external, independent dispute service available to you at no cost.

AFCA contact information:

Email: info@afca.org.au
Call: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO box 3, Melbourne VIC 3001
Website: www.afca.org.au

Want more information?

For further details about how we handle complaints, click here for the full printable version of our policy.