Make it a complaint. Get the number.

Subject: Complaint — [what happened] — [your full name], DOB [your date of birth] — [their reference]

Dear [the agency],

This is a complaint. Please give it an internal dispute resolution reference and respond in writing.

Summary

• [what happened].
• Your reference: [their reference].
• I ask for: [what you want done].
• If [the agency] says it has already answered, I ask it to say so in writing.

Identity is not in issue

I have completed your identity verification. You hold the record of it. Nothing in this complaint is waiting on anything from me.

What I am asking for

1. An IDR reference number by return.
2. A written response within 30 calendar days, or 45 if you are responding as a superannuation trustee. If you cannot meet that, an IDR delay notification that says why and when.
3. [what you want done].

A reasonable adjustment

I ask that all contact be in writing, to this email address.

Regards,
[your full name]
[your email]
today