Make a complaint

We understand some people may need help to make a complaint. You can nominate someone to speak with us on your behalf, such as a relative, friend or legal representative. We can also provide additional assistance to those who require help to understand their policy or lodge a complaint.

If you need additional assistance
Call us: 1300 772 183
Email us: team@gofreely.help


For hearing and speech impaired customers: ‍
National Relay Service: 1800 555 727

For customers requiring translation assistance:‍
Translating and Interpreting Service: 131 450 and request that they contact us on your behalf.
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Alternatively, we can engage with your representative or appoint an interpreter to assist in our communications, where required.

Our procedures have been developed to deal fairly and promptly with your complaint.

However, if you’re not satisfied with our final decision, or we do not resolve your complaint within 30 calendar days, you can choose to have the matter reviewed independently by the Australian Financial Complaints Authority (AFCA).

AFCA’s services are free to you and as a member we agree to accept their decision. You have up to 2 years to contact AFCA after our final decision.

Australian Financial Complaints Authority


Call: 1800 931 678 (free call)
Address: GPO Box 3, Melbourne VIC 3001
Email: info@afca.org.au
Website: afca.org.au