The Elders group is committed to providing a high level of personal service and a range of quality products that meet your financial requirements.
If our products and services do not meet your expectations, or if you have a suggestion or compliment we want to hear from you.
Your feedback is very important to us. It helps us understand your financial needs and to do things better. We will also ensure your feedback is made known to management.
There are several ways you can contact us:
Talk with our branch staff or your authorised representative
You can speak to one of our branch staff or authorised representatives - they are able to assist you in the first instance.
Phone the Customer Relations Officer
The Customer Relations Officer can be contacted between 9am and 5pm (CST) weekdays (excluding public holidays) on 1300 307 941.
Write to the Customer Relations Officer
You can write to us or complete a Reply Paid form, available at our branches. You can leave either the form or your letter at your local branch or with your Authorised Representative or post it to us at: Customer Relations Officer – 1471 Reply Paid 551 Adelaide SA 5001.
Our aim is to provide a prompt response to your feedback. We will let you know that we have received your feedback and that it has been passed on to the relevant personnel.
If one of our employees has exceeded your expectations, we will make sure your feedback is passed on to the employee and their manager.
When you have a suggestion, we will ensure management and the relevant departments are advised.
If you have a concern we will address it as quickly as possible. We will attempt to respond to your concern when first contacted, however sometimes it may take a little longer. Should this happen, we will keep you informed of our progress. You can expect to hear from us within three working days to let you know we have received your concern and are investigating.
If you have a concern, we will address it as quickly as possible. Usually when first contacted, however sometimes it may take a little longer. Should this happen we will keep you informed of our progress. You can expect to hear from us within 3 working days to let you know we have received your concern and are investigating.
Going a step further
If you have raised a concern but do not feel it has been resolved to your satisfaction, call or write to us and we will review the situation. You may be able to raise your concern with an External Dispute Resolution Scheme.
Contact details are provided below: and advise you of further steps available to you. You may be able to raise your concern to the relevant external dispute resolution scheme listed in the table below.
