Handling your complaint
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 resolve it with you in a fair and transparent manner.
So, what are the best ways to go about resolving things?
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: |
Other methods of contact are available on our contact page, 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: |
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.
Privacy Complaints
If your complaint is in relation to privacy you can view our privacy policy here for further information about our privacy complaint handling process.
If you have a complaint regarding our management of your personal information or consider we have breached the APPs, you may contact The Privacy Officer using the details below or access our Internal Dispute Resolution Service (IDRS).
Alternatively, if you're not satisfied with our response to your complaint, you may contact the OAIC. The OAIC is an independent Australian Government agency, acting as the national privacy authority for Australia.
The Privacy Officer, Youi Pty Ltd
PO Box 849
Buddina, QLD 4575
Email: disputes@youi.com
AFCA contact information:
| Call: | 1800 931 678 |
|---|---|
| Email: | |
| Mail: |
Australian Financial Complaints Authority, GPO box 3, Melbourne VIC 3001 |
| Website: |
OAIC contact information:
| Call: | 1300 363 992 |
|---|---|
| Email: | |
| Mail: |
Office of the Australian Information Commissioner, GPO Box 5218, Sydney NSW 2001 |
| Website: |
Want more information?
For further details about how we handle complaints, see the full printable version of our policy.