We know the Coronavirus is causing many of our clients to have questions and concerns and we’re seeing a significant increase in enquiries. Our Coronavirus support page continues to be updated as information becomes available and may answer your questions. Visit our Coronavirus support page for market updates, information about new Government relief measures, and FAQs.
|Customers||Call 132 652 between 8am and 6pm AEST/AEDT, Monday to Friday
(+61 3 8634 4721 if you are calling from outside Australia)
|Advisers||Call 133 652 between 8am and 7pm AEST/AEDT, Monday to Friday
(+61 3 8872 3107 if you are calling from outside Australia)
|Whole of Life, Endowment and Pure Endowment||Call 133 771 between 8.30am and 5pm AEST/AEDT,
Monday to Friday
|NAB Equity Lending||1300 135 145|
|NAB Insurance and Investments
|MLC Retail Claims Department||Call 1300 125 246 between 8:30am and 5:30pm AEST/AEDT, Monday to Friday|
|Wealth remediation||Call 1300 405 562 between 8am and 6pm AEST/AEDT, Monday to Friday|
Depending on your needs, you can choose from the following National Relay Service call options.
Call 133 677 then ask for 132 652
Call 1300 555 727 then ask for 132 652
Text 0423 677 727
Note: The National Relay Service (NRS) is an Australian Government initiative. There may be costs associated with using the NRS, please see relayservice.gov.au for more details.
Chat live with one of our Consultants between 8.00am and 6.00pm AEST/AEDT, Monday to Friday.
|MLC Wrap and Navigator
||GPO Box 2567 Melbourne Victoria 3001|
|Whole of Life, Endowment and Pure
|PO Box 200, North Sydney, NSW 2059|
|MLC MasterKey||PO Box 200, North Sydney, NSW 2059|
|MLC Retail Claims Department||PO Box 200, North Sydney, NSW 2059|
|Other||PO Box 200, North Sydney, NSW 2059|
|Fax||For Wealth Protection and Life Cover related faxes, dial any of the following:
1800 550 081
1800 550 082
1800 550 083
For MLC MasterKey, dial 02 9964 3334
For MLC Wrap & Navigator, dial 03 9869 1595
|Email attachments||If you need to send documentation in the form of a file attachment:
email@example.com for all Wealth Protection and Life Cover requests
firstname.lastname@example.org for MLC MasterKey
email@example.com for MLC Wrap & Navigator
|NAB Equity Lendingfirstname.lastname@example.org|
|MLC Retail Claims Departmentemail@example.com
Facsimile: 1800 550 081
We like our customers to be happy. If you're disappointed with any of our products, or the service you've received so far, we'd like an opportunity to put this right. So here's how you can give us your feedback.
Call us - on one of the numbers below and describe the problem, or ask your financial adviser to call for you. We can usually sort it out immediately.
||Call 132 652 between 8am and 6pm AEST/AEDT,
Monday to Friday (+61 3 8634 4721 if you are calling from outside Australia)
||Call 133 652 between 8am and 7pm AEST/AEDT,
Monday to Friday (+61 3 8872 3107 if you are calling from outside Australia)
||Call 133 771 between 8.30am and 5pm AEST/AEDT,
Monday to Friday
||Call 1300 557 586 between 8am and 6pm AEST/AEDT,
Monday to Friday
||Call 1800 036 172 between 9am and 5pm AEST/AEDT,
Monday to Friday
If we can't resolve your problem over the phone, or you're not satisfied with the outcome, ask to have your matter escalated to MLC Complaint Resolutions (MLC's complaints handling team) or write to us at:
MLC Complaints Resolution
GPO Box 4341
Melbourne Victoria 3001
We'll make every effort to resolve your complaint as quickly as possible, and let you know what's happening if the process takes longer than expected.
Customer Advocate, Wealth
We invite you to make contact with the Customer Advocate, Wealth if you're not satisfied with the outcome or your experience with MLC Complaint Resolutions. When you contact the Customer Advocate, Wealth please include details and any dispute reference number you were provided. The Customer Advocate, Wealth is unable to review disputes that have been referred to, or determined by the Australian Financial Complaints Authority (AFCA).
To contact the Customer Advocate, Wealth write to:
Office of the Customer Advocate, Wealth
PO Box 1086
NORTH SYDNEY NSW 2059
If your complaint remains unresolved
We'll do our best to address your complaint within 28 days. If your concerns haven't been resolved to your satisfaction, or we haven't responded to you within 90 days, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC, 3001
Time limits may apply to lodge a complaint with AFCA, so you should act promptly. You can check the AFCA website to find out if a time limit applies or when the time limit relevant to your circumstances expires.
AFCA cannot assist you to resolve a complaint unless you first refer the complaint for consideration and resolution to the Trustee's own enquiries and complaints procedures.
National Australia Bank Limited ABN 12 004 044 937, AFSL 230686.
MLC Limited uses the MLC brand under licence. MLC Limited is a part of the Nippon Life Insurance Group and not part of the NAB Group of Companies.