Our Complaints Handling Procedure, in accordance with the Australian Standards for Complaints Handling AS ISO 10002:2006, promotes timely and efficient handling of complaints in a fair and objective manner.

Where an illion customer or member of the general public has not had an issue resolved to their satisfaction, illion provides the opportunity for these issues to be addressed through its Complaints Handling Process.

As part of the Complaint Handling Process a Complaint Handling Officer will be assigned to the complaint and will respond with advice of the outcome within 30 days.

Please note that illion defines a complaint as a pursued problem. This means the relevant department of illion needs to have the opportunity to have dealt with an issue before the matter is treated as a complaint. This potentially will allow the issue to be addressed quickly and avoid unnecessary escalation.

To lodge a complaint it might be helpful to complete a Complaints Lodgement form.

Lodge a complaint online

AustraliaNew Zealand

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On receiving your complaint we will acknowledge receipt and then respond in writing as soon as the appropriate review has been undertaken. If additional information is required we will contact you using the information provided above please confirm your preferred method of communication:PhoneEmailRegular mail

Alternatively, you can download a Complaint Lodgement Form and return it to:

Attention to:
Complaints Department
illion Australia
PO Box 7405, St Kilda Rd
Melbourne VIC 3004

e. chc-au@illion.com.au
f. (03) 9828 3447

New Zealand
Attention to:
Complaints Department
illion New Zealand
PO Box 9589, Newmarket
Auckland 1031

e. chc-nz@illion.co.nz
f. (09) 309 2050