General Communication & Information
Receives calls from customers wishing to provide compliments, complaints and suggestions.
Complaints and feedback - tell us what you think
We value your feedback. Making a complaint, giving a compliment or offering a suggestion can help us improve our service.
If you need immediate assistance with a complaint, phone our feedback and complaints line on 1800 132 468.
Before you give us feedback
See if the frequently used information on our website can help you.
You should not use our feedback options to:
- discuss general information about payments and services
- submit a claim for a payment or card
- tell us if your circumstances have changed
- change an appointment
- self service
- get help using an Express Plus mobile app or using your online account
- work out which payment is right for you. Use Payment Finder to see what you’re eligible for
- contact us with a general enquiry
- access help during difficult times - contact a social worker who can help by providing counselling, support and information
When to contact us with feedback
If you are not satisfied with the quality of our service, or if we haven’t met our service commitments we want to hear from you. You can talk with any of our staff, and if you’re not happy with their response you can speak to their manager. If you are still not satisfied, you can contact us through one of our feedback options.
We also want to hear from you if you have positive feedback about a service you have received, or have an idea about how we can improve our policies, programs or services. Your compliments and suggestions are always appreciated and will be passed on to the relevant team. All compliments are shared by managers with their staff.
Complaints, suggestions and compliments can be submitted anonymously, but if your feedback is lodged anonymously, you won’t be able to track it online.
When you contact us, we ask that you be respectful and factual. Tell us what outcome you would like. This will help us resolve your feedback quickly and effectively.
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Accessible By Anyone
Access Fee No fee
Age Ranges All ages
Languages For languages other than English call: 13 12 02
Complaints, Consumer Protection