If you feel the dispute resolution process was not fair, you remain unhappy or your complaint is not resolved within the appropriate timeframes you may seek further assistance.
The Customer Advocate
We have appointed an impartial Customer Advocate to assist in reaching fair outcomes during the complaint process to make it easier for customers when things go wrong.
Mail: Citi Customer Advocate,
GPO Box 204, Sydney NSW 2000
The Financial Ombudsman Service (FOS)
If you are not satisfied with our response, you may lodge a complaint:
with the Financial Ombudsman Service Australia if lodged before 1 November 2018:
Phone: 1800 367 287
Mail: Financial Ombudsman Service, GPO Box 3, Melbourne VIC 3001; or
with the Australian Financial Complaints Authority or AFCA, if lodged on or after 1 November 2018:
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
The Australian Securities and Investments Commission (ASIC) also has a free information line 1300 300 630 that can be used to get more information on your rights, and how to make a complaint.