Your Feedback
Our Customer Service Standards
At Maxxia, we strive to do things right the first time and meet our customers’ expectations. We aim to resolve any complaint or problem quickly and to your satisfaction. That is why our customer service philosophy is ‘all of the benefits, none of the hassles.’
Resolving complaints
We’d like to hear from you if you have any feedback, suggestions or concerns about our level of service.
When you lodge a complaint, our customer service representatives will do all they can to resolve the issue as quickly as possible.
We promise you will be treated with fairness and your complaint will be taken seriously.
Maxxia Customer Care Centre
Phone:
1300 123 123
Email:
What we will do
- Aim to resolve your concerns on the spot
- Acknowledge receipt of your complaint
- Tell you the name and contact details of the person handling your complaint
- Provide a response within two business days (most cases)
- If you are not satisfied with the outcome, refer to the Customer Advocate.
Depending on your situation, we may need more time to resolve your issue, and if this happens we’ll provide a date when you can expect a response.
A copy of our Complaints and Feedback Policy is available here.
Further help is available
If you are not satisfied with the outcome, you may request that your case be referred to Maxxia’s Customer Advocate.
The Customer Advocate maintains independence from Maxxia’s business operations and works for the McMillan Shakespeare group of companies. The Customer Advocate investigates and assists in the resolution of complaints where a satisfactory resolution could not be reached within agreed timeframes.
This service is easy to access and is free of charge.
The Customer Advocate will respond within two business days of receiving your complaint.
Maxxia will accept and abide by the Customer Advocate’s final recommendation.
Customer Advocate
Phone:
(03) 9097 3758
Email:
Financial Ombudsman Service
If the Customer Advocate is unable to resolve your complaint, you have the right to refer the matter to the Financial Ombudsman Service. This is a free service.
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Phone: 1300 78 08 08
Fax: (03) 9613 6399
Email: info@fos.org.au
Website: www.fos.org.au
Your legal rights
You have the right to seek further advice regarding your situation at any time if you feel this is necessary.
Interpreter Services
If you need to talk to us and have difficulty speaking or understanding English, call the Telephone Interpreter Service (TIS) on 131 450 and ask them to call Maxxia on 1300 123 123, between 8.00am and 7.00pm (EST).
Privacy of Information
At Maxxia, we take privacy of your personal information very seriously. You can find out more about our privacy policy on our website or call our Customer Contact Centre on 1300 123 123 for a copy of our privacy policy.