Internal Dispute Resolution Procedure

What can you do if you have a complaint?

If you have a complaint, please contact our Open for Business Support Team on 1300 791 772 between 7.00am and 3.00pm (AEDT) Monday to Friday, or by email at [email protected] or write to us at PO Box 18134, Collins Street East, Melbourne VIC 8003. Our team will either deal with the matter directly or refer the matter to the appropriate person.

Heartland aims to resolve most issues within five working days. However, depending on the complexity of the matter, your complaint may take longer to resolve. We will confirm receipt of the complaint and keep you informed of progress. If you would like a copy of Heartland's complaints procedure please contact us.

If, after receiving our response, you believe your complaint has not been dealt with satisfactorily, you may contact Heartland's Complaints Officer at [email protected].