Complaints process
At Najmaa, we are committed to resolving any complaint or dispute as quickly as possible. The following steps are part of our complaint and dispute resolution process:
Step 1 – Contact Us
The best place to start is by contacting us at:
| Email: | complaints@ |
| Phone: | 1300 625 622 |
| Mail: | Najmaa Complaints, PO Box 1290, Chatswood NSW 2057 |
If you need help lodging a complaint, please let us know.
Step 2 – Resolve
Najmaa will acknowledge your complaint as soon as practicable, and in any event within two (2) business days after the complaint is received. We aim to resolve complaints as quickly as possible and will provide you with a written response within thirty (30) days.
Step 3 – Escalate
If you are not satisfied with our final response, or if thirty (30) days have passed without resolution, you can contact the Australian Financial Complaints Authority (AFCA). AFCA is an independent external dispute resolution scheme that provides a free service to eligible complainants. Najmaa is a member of AFCA through its authorising licensee, Najmaa Group Pty Ltd.
AFCA’s contact details are:
| Email: | info@ |
| Phone: | 1800 931 678 |
| Mail: | GPO Box 3, Melbourne VIC 3001 |
| Website: | www |