Complaints

If you have a complaint or dispute relating to the Card, please follow the procedure set out below:

Step 1

Please contact the distributor of the product as set out in the relevant Product Disclosure Statement.
Please provide the relevant distributor with as much information about the complaint as you can. The distributor will then attend to your complaint, and may contact you for more information. Once the distributor has enough information, it will endeavour to resolve your complaint within 5 business days.

Step 2

If you are not happy with the outcome, you may contact Immersve. Please send an email to support@immersve.com and tell us what has happened and how we can resolve matters. If you have any documents or correspondence that will help us understand your complaint, please attach them to your email. Immersve may request additional information to conclude its review of the situation and will then communicate its decision to you.

Step 3

If you are unsatisfied with the decision or Immersve does not respond to you within 30 days after you make the initial complaint (Step 1), you may contact the Australian Financial Complaints Authority (“AFCA”), which is an external dispute resolution scheme.

AFCA’s details are:
Telephone: 1800 931 678
Website: www.afca.org.au
Mail: GPO Box 3
Melbourne VIC 3001
Email: info@afca.org.au
You may only contact AFCA once you have followed the procedure above.