Complaints and Appeals

How you can make a complaint

You can make a complaint using any of these channels:

Phone: 03 5021 6500

Email: info@masp.org.au

In-person at our place of business: 118-124 Pine Avenue, Mildura Victoria 3500

In writing: P.O Box 1686 Mildura, Victoria, 3502

When you make a complaint, the following details will help us investigate and resolve the complaint:

The date or dates when the issue happened
Your name and contact details
Any supporting documents or information. For example, your account or reference number.
Details of the issue or concern, including amounts, location, staff you spoke to or when you contacted for help.

You may choose to have an authorised third-party make a complaint on your behalf. This could include a financial counsellor, community lawyer, or a trusted friend or family member. We will accept established third party authority forms in these instances. In the absence of a form, we may seek confirmation from you that the person is authorised to act on your behalf.

How we’ll manage a customer complaint

What customers can expect from us when making a complaint.

We will:

Respond in writing or verbally, if a written response isn’t possible
Aim to resolve the complaint within 20 business days
Review the complaint fairly and impartially, without discrimination or detriment
Handle all complaints confidentially, and in accordance with privacy obligations
Escalate serious or complex complaints to senior management

We will keep customers informed of progress as we investigate and resolve complaints. All correspondence will be documented.