About us

Resolving complaints guidelines


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


Complaints Resolution Officer
Reply Paid 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:

Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Tel: 1800 367 287

Some complaints regarding annuities as well as complaints regarding superannuation products can also be made to: 

The Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne VIC 3001
Tel: 1300 884 114