Portal Messaging
Get in contact with us through Portal Messaging for any questions or updates about your active case or complaint.
Portal messaging is a way for you to contact us directly on open or active cases or complaints
- After sending us a portal message, it will be assigned to one of our case handlers
- When we send a customer a portal message, you will receive a notification in your online account and an email to let you know we’ve responded
- This is a great way to quickly update us as well as receiving updates on your case or complaint
- Once the case or complaint is closed, you will be unable to send a portal message to us on that case or complaint
Portal Messaging is very useful when:
- Asking for updates on an existing case
- Sharing documents securely
- Providing additional information
- Asking follow‑up questions
Helpful things to include in a portal message is:
- Explaining the issue clearly
- Providing attachments where possible
- Responding to our messages to prevent delays
- Only sending one message at a time
- There is a character limit of 2000 characters
- Don't send anything that's an emergency
We've created a video showing how to Portal Message in action and the features you can find below or on our YouTube page:
After sending a Portal Message:
- We aim to respond by the end of the next working day
- You’ll be notified when we respond
- You’ll be able to see all the relevant Portal Messages under that case
Yes, Portal Messaging has an Upload Files feature, allowing you to upload relevant files to you case or complaint
You’ll be able to view:
- The case title
- The case description
- Any uploaded files
- Any sent or received Portal Messages about your case or complaint
Yes, you’ll receive a notification to your email and on your Online Account, if you have notifications turned on in the profile section.
No, you need an active case or complaint to Portal Message.
