Appeals and Complaints

If you are unhappy with the outcome of your application you may put in a formal appeal for review.

Step 1 – Submit an appeal in writing

Members who wish to dispute a Member Services decision can appeal in writing with the following information:

  • Member Name
  • Contact Details
  • Name of Distribution Policy applied for
  • Details of Original Application; what did you apply for?
  • Reason for the Appeal; why do you think the decision is unfair?
  • Any further support documentation to assist your Appeal.

The Member Services Team can assist you in writing your application, if needed. Contact the team on 08 9216 9888 or email

Step 2 – Your Appeal will be considered

Your appeal will be considered by the Member Services Team Leader. The Member Services Team Leader will respond to your appeal, in writing, within five (5) business days of receipt of the written appeal.

Step 3 – Escalate your Appeal

If you are not satisfied with the response you have received from the Member Service Team Leader, you can request further consideration of your appeal. Please respond to the Member Services Team Leader, with any further information about why you disagree with the outcome.

Step 4 – Your Appeal will be considered further

Escalated appeals will be considered by the Chief Executive Officer. The Executive Services Officer will respond to your appeal, in writing, within 5 business days of receipt of your escalated appeal.

Step 5 – Notification to the Decision Making Committee

All complaints and appeals are reported on at the regular Decision Making Committee meetings so that they are aware of Members concerns and needs and take these into account for future distribution policy development.

For further information about the appeals process contact the Member Services Team Leader on 08 9216 9888 or email


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