Contact your trusted team member at Honan directly or department and explain the situation to them. If they cannot resolve your complaint, they’ll refer you to a manager who will assist you.

You can contact us by:

  • Phone: 03 9947 4333 or contact your trusted team member at Honan directly
  • Email:
  • Writing:
    Melbourne PO Box 4747, Melbourne VIC 3001
    or Sydney PO Box R1782, Royal Exchange NSW 1225

If we do not resolve your complaint to your satisfaction, you may progress the complaint to Honan’s Internal Dispute Resolution (IDR) process.

IDR aims to contact you with a decision within 15 business days provided we have all the necessary information we require from you. We may contact you for additional information and agree a reasonable alternative timeframe.

If your complaint is not resolved within 45 days, you can refer the complaint to our external dispute resolution – Step 3.

Your complaint will be dealt fairly and promptly. However, in the event you are dissatisfied with the outcome we’ve advised you, you have the right to lodge your dispute externally with the Australian Financial Complaints Authority (AFCA). AFCA can be contacted at:

AFCA operates through free, independent dispute resolution schemes that are available to our customers who fall within their terms of reference. A decision from AFCA will be binding, provided it is accepted by you. Please note that if you choose to lodge a complaint with AFCA, it must be lodged within two years from the date of our final response to your complaint.

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