Resolving complaints

Resolving complaints

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

Our policy is to acknowledge any complaint promptly or as soon as practicable,  if they are not resolved within 24 hrs. We investigate, properly consider and decide what action (if any) to take and communicate our decision to you within 30 days (45 days if you invested with superannuation monies). You can find more details in our Complaint and Dispute Resolution Policy and Practice Note.

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 & Dispute Resolution Officer
    GPO Box 3698
    Sydney NSW 2001

If you’re not happy with our response or with how the complaint has been handled (or if we haven’t responded within the 30 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.