Complaints Handling Policy

Complaints Handling Policy


At Matrix, we’re never satisfied when it comes to doing better and our customers and the moments that matter are very important to us.  If something goes wrong, we’re determined to make it right again.  If you’ve had an experience with Matrix that you are not satisfied with, we’re here to resolve the issue, so please talk to us!

Making a complaint

Please talk to us! Many complaints can be resolved quickly so please call our customer service team on 1800 653 244 or email


If you are not satisfied with the handling of your complaint by our customer service team or any other Matrix staff member, you can also contact our Complaints Manager using the below details:

Mail:      Claims Manager, Centrepoint Alliance
Level 13 Corporate Centre One
2 Corporate Court, Bundall QLD 4217
Phone:  1800 653 244 (free call)

The Complaints Manager will promptly acknowledge your complaint within 1 business day and then investigate in accordance with our Internal Dispute Resolution process. Once a determination is made on your complaint you will be notified within 30 days.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001