After Our Decision

What if I’m unhappy with the outcome?

Consumers are not bound by our Determination unless they choose to accept it, in which case it then becomes legally binding upon the organisation your complaint is about.

If you do not agree to accept our Determination, or are unhappy with the outcome, you can still seek alternative routes of redress (such as court).

Once we have issued our Determination, you will get a 14-day window to decide whether you want to accept or reject it.

PLEASE NOTE:

You cannot accept the Determination once the 14-day window has passed.

If you fail to accept the Determination in time, it will not be legally binding even if you try to accept it afterwards!

If the outcome is in my favour, when will the resolution be implemented?

Participating Members are required to implement resolutions (such as compensation payments) within 30 days.

If this has not happened please let us know by contacting your complaint handler via the portal.