Closing the complaint

We aim to resolve matters within 25 business days of receiving the complaint.

We will send a closure letter to the complainant outlining:

• the outcome of the review and/or investigation, and whether underlying issues were identified
• if appropriate for the complainant to know, any actions taken or proposed to be taken by us, and reasons for the actions or proposed actions
• if the complainant is unhappy with the outcome, how to appeal; and if unhappy with the handling of the complaint, how to escalate.