Your complaint will be handled in accordance with our internal dispute resolution (IDR) process. Our IDR process follows the standards and requirements set by the Australian Securities & Investments Commission (ASIC). Please see ASIC’s Regulatory Guide 271, formerly ASIC’s Regulatory Guide 165, for further details. A summary of our IDR process is as follows: Acknowledgement of complaint – we will acknowledge your complaint as soon as possible, and within 24 hours (or one business day) of receiving it. We may do so verbally or in writing, and in accordance with any specific method of communication requested by you. Management of complaint – we will endeavour to resolve your complaint as soon as possible, and within the timeframes specified by ASIC. If we are unable to resolve your complaint within five business days, we will provide you with a written IDR response. We will also provide you with a written IDR response if you request us, or if your complaint is in respect to hardship.