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Complaints


We recognise even in the best run organisations things can go wrong. If this happens, please contact us and let us work with you to try and resolve any issues. Above all, resolving your complaint is important to us.

If you do have a complaint, here's an easy way to let us know: www.cfs.com.au/feedback

Our commitment

In managing and resolving complaints we are committed to:

  • addressing any issues raised within reasonable timeframes and keeping you updated along the way
  • being objective and consistent in our process that is sensitive to any of your personal circumstances
  • using complaint information to understand why they arise and what we can do to learn and fix issues to improve our products and services to benefit our customers.

What happens after you’ve made a complaint?

  1. We'll let you know we’ve received your complaint (generally within one business day).
  2. We’ll investigate your complaint and always attempt to resolve it when it is first raised or within five business days. If your complaint takes longer to investigate, we will keep you informed of our progress and provide you a written response
  3. We’ll work with you to find a fair solution

How long will it take before we get back to you?

We will make every effort to resolve your query as quickly as possible and keep you informed of our progress, but no later than the maximum timeframes as per table:

Complaint type
Maximum timeframe
All non-superannuation complaints (i.e. non-super related, general investment product/IDPS related complaints)
No later than 30 calendar days after receiving the complaint
Superannuation complaints – not related to death benefits distributions
(i.e superannuation/pension product complaints)
No later than 45 calendar days after receiving the complaint
Superannuation complaints relating to death benefit distributions No later than 90 calendar days after receiving the complaint

Occasionally, there may be delays in responding to your complaint, due to the complexity of the resolution or due to circumstance outside of our control. If this happens, we will let you know about the delay in advance, the reason for the delay and your options, including your right to escalate your complaint to an external dispute resolution body.

How to lodge a complaint

We provide various channels for you to reach out and make a complaint:

  • Phone: Call us on 13 13 36, 8am – 7pm (Sydney time) Monday to Friday.
  • Website: Submit a complaint via our online feedback form:
    www.cfs.com.au/feedback
  • Email: Please send an email with the subject line 'Complaint' to: contactus@cfs.com.au. You may wish to include the following information to assist in handling the complaint:

a. An account/investor number
b. Preferred method of contact
c. Details of the complaint
d. What outcome is being sought to resolve the complaint

  • Mail: Please send your complaint to: :
    Colonial First State
    Reply Paid 27
    Sydney NSW 2001

If you need additional support

We have specialised frontline staff who are trained to proactively identify, support and assist you if you need help to make a complaint or you need help with the complaint process. We can also provide access to a translation service if required and we can support calls from the National Relay Service if you are deaf or hearing impaired.

If you are unhappy with our response

While we will make every attempt to resolve a complaint to your satisfaction, at times this may not be possible. If at any time you are unhappy with how we are handling your complaint or you are unhappy with the resolution, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

AFCA contact details for complaint lodgement are:

Online: afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If you would like more information on how we handle complaints, please read our complaints policy, which can be accessed here