I think @ErinTurner might be able to answer this one. She’s on leave until next week but she might have a good answer when she gets back.
In the mean time keep contacting the head office. Call, email, send letters - keep records of how many times you’ve contacted them. It’ll help later on if you need to make a claim at a tribunal or other dispute resolution. If you’re a CHOICE member, feel free to get in touch with our CHOICE Help service: https://www.choice.com.au/choice-help-form
