How to make a complaint

At Canstar, we are committed to the fair and efficient resolution of complaints. Making a complaint is simple and easy.  You can lodge your complaint by email, over the phone, or by sending us a letter.

Online:    www.canstar.com.au/contact-us/

Email:      enquiries@canstar.com.au

Phone:     +61 (07) 3837 4100

Write to:  Level 21, Suncorp Plaza, 143 Turbot St, Brisbane City QLD 4000

What should I include in my complaint?

When lodging your complaint, you should include:

your name and contact details;
details of your complaint with sufficient information to allow us to fully consider and assess it; and
details of prior contact with us in relation to the complaint, such as who you had contact with and when.

We may request additional information from you to properly deal with and resolve your complaint.

Editorial content: feedback and complaints

At Canstar, we believe in putting consumers first. That’s why we consider all of your comments and suggestions – particularly when you show us we can do better. Reader feedback helps us strengthen our articles, and provide greater financial insights to Australians.

Journalists who write and edit our editorial content follow Canstar’s Editorial Charter, which outlines our standards when creating written content. Each piece of content goes through a rigorous fact-checking and sub editing process before it is updated or published.

If you would like to give us feedback about our editorial content, including news content, you can write to our Editor-In-Chief, Nina Tovey, via enquiries@canstar.com.au and include a link to the relevant content.

How will my complaint be handled?

Upon receipt of your complaint:

we will acknowledge your complaint within 24 hours;
we will record the details and give your complaint genuine consideration;
we will assess and investigate your complaint promptly;
we will seek to resolve your complaint fairly, objectively and without bias;
we will seek to resolve your complaint at the earliest opportunity, and within 30 days;
we will inform you of our decision and provide reasons for it; and
if you are dissatisfied with our decision or we have not resolved your complaint within 30 days we will provide you with details about how you can seek an external review of the complaint.

External review?

You can seek an external review of your complaint if you are unhappy with how we have resolved it or it has taken longer than 30 days to resolve. To do so, you should contact the Australian Financial Complaints Authority (AFCA):

Australian Financial Complaints Authority Limited

GPO Box 3

MELBOURNE VIC 3001

Phone:     1800 931 678

Fax:         (03) 9613 6399

Email:      info@afca.org.au

Website:  www.afca.org.au

Complaints can be lodged online at:  www.afca.org.au/make-a-complaint

Interpreter service:                          131 450

National Relay Service:                     Voice Relay 1300 555 727

TTY 133 677

SMS Relay 0423 677 767

Please note that AFCA is unable to consider a complaint unless you have first approached us about it and we have had 30 days to consider it.

Editorial complaint dispute resolution process

AFCA can only review certain complaints, such as those about financial products. If your complaint is about our editorial content, external review is unlikely to be available through AFCA. Instead, if you are not satisfied with how your complaint about our editorial content was handled, you can send an email to enquiries@canstar.com.au notifying our enquiries team that you anticipated a different outcome, or that you would like to complain about the resolution process. Please detail the date and nature of your feedback. You can address the email to the attention of our Compliance Manager.

Need Assistance?

Please let us know if you think you will need assistance with lodging your complaint and we will work with you to ensure you are able to lodge your complaint.