Compliments and Concerns
At First Point Group we work hard to build strong and lasting relationships with our valued customers. By listening to your feedback not only can we address any immediate concerns you may have, we will also continually improve our service quality.
We know there are times when you may wish to compliment us on something we have done and other times when you may wish to tell us we have not met your expectations.
Our team are always delighted to know where we have succeeded in making your experience a pleasant and successful one. If one of our team has provided you with exceptional service in any way, please let us know by using the details below so that we can recognise and encourage them via this feedback process.
If, for any reason, you do not feel that you have received the highest standard of care from us we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns, and for them to be addressed quickly and fairly.
You can contact us by whichever of the following means best suits you:
Phone: 03 9882 2500
Mail: David Lamperd
PO Box 1200
Greythorn, VIC, 3104
If you choose to contact us by mail or email, please provide as much detail as possible about your concerns/complaint.
If you have lodged a complaint with us, you can contact us at anytime using either of the above methods, to ask for an update on its status.
We will try to deal with your concerns/complaint on the spot. However, if this is not possible, we will write to you to acknowledge your complaint within five days. We will ensure we treat you fairly and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 45 days we will write to you to explain why and to let you know when we expect to have completed our investigation.
We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 30 days, then you can have your complaint heard by an independent party, the Australian Financial Complaints Authority (AFCA). You can contact AFCA at:
Phone: 1300 56 55 62 (local call cost)
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne, VIC, 3001