Resolving Disputes

  • Committment

    Waratah is committed to a fair and prompt resolution of any disputes or complaints. Please let us know any concerns you may have promptly because a conversation on the telephone means Waratah can learn how to serve you better and continually improve our customer service. Often complaints are misunderstandings that can be resolved during a telephone conversation or two with our Complaints Contact Person, Sharyn Gough. Sharyn is contactable by telephone on 07 3721 0000.

    Dispute Alternatives

    • Send an email to our Dispute Resolution Center
    • Fax a letter to 07 3371 3950
    • Send a letter to our postal address PO Box 561, Toowong Qld 4066; or
    • Visit us at our street address at Level 4, 41 Sherwood Road, Toowong Qld 4066.

    If you have chosen to email, fax or write to us with a complaint, you will receive an acknowledgement so you will know that we have received your complaint. The Complaints Contact Person will assist you with handling the complaint and will advise if any further information is needed.

  • What happens next?

    The Complaints Contact Person will liaise with managers and staff at Waratah to find answers for you and if appropriate determine a fair remedy. You will be informed of the decision and the reasons for that decision. If you are not satisfied with the result of your complaint you may wish to contact Credit Ombudsman Service Limited. Unless there are exceptional circumstances, we will in all instances respond to your complaint within 45 days of receipt of the initial complaint. If we are unable to resolve the complaint within 45 days we will:

    • Inform you of the reasons for the delay;
    • Specify a date when a decision can be reasonably expected; and
    • Notify you of your right to contact Credit Ombudsman Service Limited.

    All complaints will be processed at no charge to you.
    Credit Ombudsman Service Limited may be contacted as follows:
    Phone - 1800 138 422
    Fax - 02 9261 2798
    Email - info@cosl.com.au
    Address - Level 7, 287 Elizabeth Street, Sydney NSW 2000
    Postal - PO Box A252, Sydney South NSW 1235
    Website - www.cosl.com.au