Making a complaint
Being fair and square is important to us, which is why we have processes in place to deal with complaints promptly, genuinely and consistently.
If you have a complaint about our product or the service you have received, we want to know about it as soon as possible.
Here’s how you can make a complaint:
1300 655 002
GPO Box 4303
Melbourne VIC 3001
We take your complaints seriously
We will write to you to let you know we have received your complaint and provide the name and contact details of the person who will investigate your complaint.
Our aim is to resolve all complaints as soon as possible, however if we have not resolved your complaint within 28 days, we will provide a progress update. A final response will be sent to you no later than 45 days for complaints about financial services including advice, and no later than 90 days for complaints about superannuation.
Escalating your complaint
If you are not satisfied with our response to your complaint, or we have not responded to you within the above timeframes, you can refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA imposes strict time limits for lodging complaints. For more information about AFCA and their complaint process, visit afca.org.au.
Here’s how you can submit a complaint with AFCA:
1800 931 678 (free call)
Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Complaints related to privacy
If your complaint is about the privacy of your personal information relating to your superannuation product or service, you can contact the Office of the Australian Information Commissioner (OAIC).
Here’s how you can submit a complaint with the OAIC:
1300 363 992
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001