COMPLAINTS

Your Voice Matters to Us

At Viking, we value your feedback as it helps us continuously improve our service. If you have a concern that hasn't been resolved, we invite you to engage in our dispute resolution process. Rest assured, we take all complaints seriously and will work diligently to find an effective resolution.

How to Lodge a Complaint

To raise a concern, reach out to our Complaints Officer:

Email: complaints@vikingaggregation.com.au

By Mail: Complaints Officer

Viking Aggregation

Suite 3.01 Level 3, 12 Waterloo Road

Macquarie Park NSW 2113

Our Complaints Officer has the experience and authority to handle your issue. Clearly explain the details of your complaint, and if you need assistance, we’re here to help.

How We Handle Your Complaint

Once we receive your complaint, we’ll strive to resolve it swiftly—within 30 days, or 21 days if it relates to financial hardship. To aid in this process, we ask that you provide all relevant information, documents, and any additional materials that may assist in resolving the matter.

If We Don’t Reach an Agreement

If our resolution doesn’t meet your expectations, or we can’t reach an agreement within the prescribed timeframe, you may escalate your complaint to our external dispute resolution provider, the Australian Financial Complaints Authority (AFCA).

AFCA can be reached at:

Phone: 1800 931 678

Email: info@afca.org.au

Online: www.afca.org.au

This free service offers you an independent mechanism to resolve your complaint.