Resolving complaints
At Challenger, we welcome feedback from our clients so please let us know if you believe we have made an error or if our service doesn't meet your expectations. While our dedicated service representatives strive to assist you with any queries or concerns you may have, should your query not be resolved to your satisfaction or if you have a complaint, a formal complaint resolution process is in place to address your concerns.
We will endeavour to address your complaint as quickly as possible. However, if it cannot be resolved at first contact, we will acknowledge your complaint within 2 business days of receipt and advise you of an estimated time for it to be resolved. For further information please read our Complaints Resolution process.
If you are dissatisfied with the process we have undertaken to resolve your complaint or with the result of our investigation, you may be able to refer your complaint to an independent Dispute Resolution Scheme for review.
Contact us:
Use our
Phone: 13 35 66 (in Australia) or 0800 80 50 20 (in New Zealand)
Fax: + 61 (2) 9994 7777
Address:
Complaints Resolution Officer
Challenger Financial Services Group
Reply Paid 3698
Sydney NSW 2001
To help us investigate and resolve your complaint more effectively, please provide us with the following information:
- Your full name, address and contact phone numbers
- Your account number (if applicable)
- A description of your complaint
- Any additional documentation or information that may support your complaint and help us to resolve it
- Advise how you would like your complaint to be resolved
Complaints Resolution Process
If your complaint cannot be resolved at first contact, we will acknowledge your request within 2 business days and advise you of an estimated time to resolve your complaint. We will keep you updated throughout our resolution process and in the event that we cannot meet the estimated time frame, we will notify you of the reasons for the delay in writing and nominate an extended period.
We endeavour to resolve all complaints within 45 days, however, if you are dissatisfied with the process we have taken to resolve your complaint or with the result of our investigation, you may be able to refer your complaint to an independent Dispute Resolution Scheme for review (see below).
Dispute Resolution Schemes
For complaints regarding annuities funded by private monies and managed investment products
Financial Industry Complaints Service PO Box 579
Collins Street West
Melbourne VIC 8007
Ph: 1800 335 405
http://www.fics.asn.au/
For complaints regarding allocated pensions, annuities funded by rollovers or eligible termination payments (ETP's) and superannuation products
Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne VIC 3001
Ph: 131 434
http://www.sct.gov.au/
Other Industry Bodies
Australian Securities and Investments Commission
Ph: 1300 300 630
http://www.asic.gov.au/
Australian Prudential Regulation Authority
Ph: 1300 131 060
http://www.apra.gov.au/
