We aim to provide a high standard of service and deliver a satisfactory experience to all customers. We do also recognise that sometimes things can go wrong. In the event that you feel we have made a mistake, or we could have done something better, we will do our best to reach an appropriate resolution.

Our Complaint Process

  1. If you are unhappy with your experience with NCML we suggest you let us know as soon as possible asking to speak to your Customer Relationship Manager’s supervisor.
  2. If you remain dissatisfied you can contact our Customer Care team by:
    • Calling 1300 649 161
    • Emailing customercare@ncml.com.au
    • Post your letter to: NCML
      FAO: Customer Care
      GPO Box 2001
      Melbourne Victoria 3001
    • or complete and submit the form at the bottom of this page.
  3. A notification will be sent to you within 2 working days to confirm the receipt of your complaint
  4. Your complaint will be investigated by a Customer Care Officer and a written response will be provided to you.
  5. If you have any questions or concerns about our findings, or if you require further information or clarification from us, please do not hesitate to contact the Customer Care team.