WHAT TO DO IF YOU HAVE A COMPLAINT
We recognise that even in the best run organisations things can go wrong. If you have a complaint, please tell us so we can fix the problem. Most complaints can be resolved within a few days. If your complaint cannot be resolved quickly, we will investigate the complaint, answer your questions and do all we can to resolve the situation to your satisfaction.
In resolving your complaint, we will:
- acknowledge your complaint and make sure we understand the issues
- record your complaint and investigate the matters raised
- do everything we can to fix any problems
- keep you informed of our progress
- give you our name, a reference number and contact details so that you can follow up at any time and provide a written resolution letter which explains our investigation, decision and reasons for our decision
HOW TO CONTACT US:
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.
There are maximum timeframes in which a final response must be provided to you, depending upon the type of complaint. From 5 October 2021, the maximum timeframes will be reducing for certain complaint types, please see the below table for a summary of these changes:
||Current maximum timeframes
||From 5 October 2021
|Superannuation complaints relating to death benefit distributions||No later than 90 calendar days after receiving the complaint||No change|
|Superannuation complaints – not related to death benefits distributions
(i.e superannuation/pension product complaints)
|No later than 90 calendar days after receiving the complaint||No later than 45 calendar days after receiving the complaint|
|All other complaints (i.e. non-super related, general investment product/IDPS related complaints)||No later than 45 calendar days after receiving the complaint||No later than 30 calendar days after receiving the complaint|
EXTERNAL DISPUTE RESOLUTION
If at any time you are not satisfied with the handling of your complaint or the resolution we have provided, you can lodge a complaint the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact AFCA by:
1800 931 678 (free call)
|Mail:||Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Time limits may apply to lodge a complaint to AFCA so you should act promptly and consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.