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, 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 following external dispute resolution scheme:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Tel: 1800 931 678 (free call)