About our complaints process
Resolving Complaints
We value your feedback and we’re committed to resolving any concerns you may have.
If you have a complaint, our service representatives can usually resolve it quickly over the phone on one of the channels set out above.
If you’d prefer to put your complaint in writing, you can email or send a letter using the contact details below.
Email: complaints@mlc.com.au
In writing: The Complaints Resolution Manager, GPO Box 4341, Melbourne, VIC 3001
An assigned case manager will conduct a review and provide you with a response in writing.
Further Help – The Australian Financial Complaints Authority (AFCA)
If you don’t receive a response to your complaint within the relevant maximum timeframe or if you’re not satisfied with our response to your claim, you may be able to lodge a complaint with AFCA.
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 300
