We promise to treat your complaint with fairness and take it seriously. After all, how we look after you when things don't go as planned is our chance to prove our customer service excellence.

A copy of our Complaints and Feedback Policy is available here.

How to lodge a complaint

Phone: 1300 328 186
Email: [email protected]
Post: Level 21, 360 Elizabeth St, Melbourne VIC 3000

How long does it take?

If we can't resolve your complaint at the first point of contact, we'll contact you over the phone or in writing within two days of receiving your complaint to let you know when you can expect a response.

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 Oly on 1300 328 186, between 9am and 5pm (AEST). TIS provides a service with over 100 languages.

Taking your complaint outside Oly

Customer Advocate
The Customer Advocate maintains independence from Oly's business operations and works for the McMillan Shakespeare Group, Oly’s parent company.
This service is easy to access and free of charge to you.
You can ask the staff member assigned to your case to refer your case directly to the Customer Advocate if your case has been fully investigated and you are not completely satisfied with the outcome.
The Customer Advocate will respond within two business days of receiving your complaint.
Oly will accept and abide by the Customer Advocate's final recommendation report.

Contact the Customer Advocate

Phone: 1300 649 515
Email: [email protected]

Australian Financial Complaints Authority

If the Customer Advocate is unable to resolve your complaint, you have the right to refer the matter to the Australian Financial Complaints Authority. This is a free service.

Contact the Australian Financial Complaints Authority

Phone: 1800 931 678
Email: [email protected]
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.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.

Privacy of information
Oly takes privacy of your personal information very seriously. You can view our privacy policy online.