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Complaints Policy - Mk3 Group

Our Commitment to You​​

At Mk3 Group ("Mk3", "we", or "us"), we are committed to delivering high-quality service and supporting our customers through every step of their journey. We understand that sometimes things may not go as planned, and when that happens, we want to hear from you. We take all feedback seriously and are committed to resolving your concerns in a fair, respectful, and timely manner.​​

 

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​How to Make a Complaint

If you are unhappy with any aspect of our service, we encourage you to contact us. Our goal is to resolve your concerns promptly and professionally. In many cases, we can address issues immediately. If your complaint requires further investigation, we will let you know who is managing it and keep you informed throughout the process.


To help us handle your complaint effectively, please include:
 

  • Your full name and contact details (phone number and email)

  • A clear summary of your concern, including any relevant documents

  • The outcome you are seeking

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Contacting Us

You can submit your complaint using any of the following methods:
 


All information related to our internal dispute resolution (IDR) process will be provided to you at no cost.

 


What to Expect

Once we receive your complaint, we will acknowledge it and provide you with the contact details of the person responsible for managing your case. That person will begin reviewing your concerns and may contact you for additional information if needed.

 

After we complete our review, we will provide you with an IDR response. This will include:

  • The outcome of your complaint

  • Information on how to escalate the matter to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with our response


In some cases, if your complaint is resolved quickly and to your satisfaction, we may not provide a formal written response - unless you request one or the matter relates to financial hardship.

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Accessibility Support

We are committed to ensuring our services are accessible to all customers. If you are deaf or have a hearing or speech impairment, you can contact us through the National Relay Service (NRS) at no additional cost:
 

  1. TTY users: Call 133 677 and ask for (02) 9839 3800

  2. Speak and Listen users: Call 1300 555 727 and ask for (02) 9839 3800

  3. Internet relay users: Connect via www.relayservice.com.au and ask for (02) 9839 3800


If you require this policy in another language, please contact us and we will be happy to assist.

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Need More Information?

 

If you have any questions or need further information about our complaints process, please reach out to us:

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