If you have a concern or wish to make a complaint about any aspect of our service, then we encourage you to contact us via phone, email or post. Please be assured any concerns or feedback is treated very seriously and will be addressed promptly and fairly.
We do ask that you provide us with as much information as possible about your concern to help us find a resolution as quickly as possible.
We aim to resolve your concerns at the time of your call or contact. If this is not possible, we will acknowledge your complaint as soon as possible.
By legislation we are required to deal with your complaint within 90 days (for Superannuation complaints) and 45 days (for all other complaints) however we will try to resolve your complaint as soon as possible. If we have not responded within 90 or 45 days (as applicable), or you are not satisfied with the outcome, you may take the matter to external dispute resolution (see Step 3).
If you are not satisfied with our handling of your complaint or our decision, you may have the right to have your complaint heard by the appropriate external dispute resolution service free of charge.