Making a complaint
Providing great service and genuine care to our members underpins everything we do. If something has gone wrong or you’re not happy with our service, let us know about it so we can do our best to fix it quickly.
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If you’re not satisfied
If your complaint isn’t resolved to your satisfaction or if you’d like us to investigate it further, you can make a formal complaint through our internal complaints process.
Please call us on 1800 331 685, or write to:
Level 1, 385 Bourke St
Melbourne VIC 3000
Please include all necessary detail and any supporting information about the issue.
We’ll send you a confirmation letter once we receive your complaint and keep you updated on the progress of your investigation.
The statutory timeframe for internal dispute resolution is 90 days; however we’ll try to resolve everything as soon as possible. You’ll then receive a written response from us detailing the outcome of your complaint.
Prefer to speak to someone else or you’re not happy with our response?
The Australian Financial Complaints Authority (AFCA) is an external dispute resolution scheme that manages all complaints from consumers in the financial system.
AFCA provides a fair and independent complaint resolution service that is free to consumers. It has replaced the Superannuation Complaints Tribunal, the Financial Ombudsman Service and other financial complaint services.
If you’re unhappy with your formal response from us or haven’t received a response to your complaint within 90 days or would prefer to speak to someone else, you can make your complaint directly with AFCA.
It’s important to note there are time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of receiving our written decision.
For more information on AFCA and their complaint resolution approach, please visit afca.org.au.
To lodge a complaint with AFCA you can call 1800 931 678 (free call within Australia), email: firstname.lastname@example.org or write to:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001