Resolving complaints

Resolving complaints

As part of our commitment to providing quality service to our clients, we endeavour to resolve all complaints quickly and fairly.

Our policy is to acknowledge any complaint within five business days of receiving it and investigate, properly consider and decide what action (if any) to take and to communicate our decision to you within 45 days (90 days if you invested with superannuation monies). 

If you have a particular complaint regarding your Annuity, Managed Investment Scheme or Superannuation Plan, please do not hesitate to contact us by:

  • Our online complaints form
  • Phone: 13 35 66 (in Australia) or +61 2 9994 7000 (overseas)
  • Fax: + 61 (2) 9994 7777
  • Address:

    Complaints Resolution Officer
    GPO Box 3698
    Sydney NSW 2001

If you are not happy with our response or how the complaint has been handled (or if we have not responded within 45 days), you may contact the Australian Financial Complaints Authority (AFCA). AFCA provides a fair and independent complaint resolution service that is free to consumers: 

Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

There are some time limits for lodging certain complaints including those related to a death benefit. Please consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.