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Resolving Complaints

As part of our commitment to providing quality services 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 hours. We investigate, properly consider and decide what action (if any) to take and to communicate our decision to you within 30 days.

You can find more details in our Complaint and Dispute Resolution Policy and Practice Note.

If you have a particular complaint regarding your financial product or investment, please do not hesitate to contact us:

Phone: 1300 721 637 (Within Australia) or 02 8023 5428 (Outside of Australia)
Fax: + 61 (2) 9994 6666

Complaints & Dispute Resolution Officer
GPO Box 3993
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 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:

Tel: 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. Please consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.