Resolve a complaint

We love to hear from you whether it's a compliment, suggestion or a complaint.  It is important for us to know what we do well and we are just as keen to hear when we have not met your expectations no matter the circumstance.

If you have a compliment, suggestion or complaint related to the products or services provided by the Group, any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable and timely outcomes.

We will ensure that all complaints are fully documented, investigated and resolved in a timely manner as prescribed in the Australian Securities and Investments Commissions (ASIC) regulatory guide (RG165).

There are many ways to provide your feedback to us:

Click here to understand what happens with your feedback and how we protect your privacy.

If you are not satisfied with the response provided, you can refer your complaint to our Customer Feedback Team :

If you are not satisfied with the response provided by our Customer Feedback Team, you have the option of referring the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of the progress and provide you with a response:

Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to the appropriate External Dispute Resolution scheme.

Financial Ombudsman Service Australia

GPO Box 3
Melbourne Vic 3001
Phone: 1800 FOS AUS (1800 367 287)
Fax: 03 9613 6399

Superannuation Complaints Tribunal

Locked Bag 3060 GPO
Melbourne Vic 3001
Phone: 1300 780 808
Fax: 03 8635 5588

Office of the Australian Information Commissioner
Phone: 1300 363 992

This charter and related links form our policy on Customer Feedback Management and is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.

Also refer to the links below for additional information:

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Keep your information safe. Don't send us card numbers, account numbers, passwords or PINs.

The information you enter into this form is secure. We treat privacy seriously. You can find out more information in our Privacy Policy.

For your security, we don’t provide information of a personal or account-specific nature by email. If you have a specific account enquiry, you will need to speak to our customer service team on 1300 236 344.  Alternatively include your phone number when you complete the enquiry form and we’ll call you back.

You can also contact the Australian Securities and Investments Commission on 1300 300 630 or at to find out whether an industry complaints scheme may be available to assist you.