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Contact us

How can we help you?

  • Customers Call 132 652 between 8am and 6pm AEDT, Monday to Friday
    (+61 3 8634 4721 if you are calling from outside Australia)
    Advisers Call 133 652 between 8am and 7pm AEDT, Monday to Friday
    (+61 3 8872 3107 if you are calling from outside Australia)
    Whole of Life, Endowment and Pure Endowment 133 771
    NAB Equity Lending 1300 135 145
    NAB Insurance and Investments
    132 295
    MLC Retail Claims Department Call 1300 125 246 between 8:30am and 5:30pm AEDT, Monday to Friday
  • Chat live with one of our Consultants between 8.00am and 6.00pm AEST, Monday to Friday.

  • MLC Wrap (including those upgraded from MasterKey Custom) GPO Box 2567 Melbourne Victoria 3001
    Whole of Life, Endowment and Pure
    Endowment
    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
  • Complaint Resolutions - we're here to help

    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.

    • Financial advice you have received from an MLC or NAB Adviser
    • Personal & Business
    • MLC MasterKey
    Call 132 652 between 8am and 6pm AEDT,
    Monday to Friday (+61 3 8634 4721 if you are calling from outside Australia)
    • MLC Navigator
    • Protectionfirst
    • MLC Insurance
    • MIP Investments
    • MLC Wrap (including if you upgraded from Masterkey Custom)
    Clients call 132 652 between 8am and 6pm AEDT,
    Monday to Friday
    Advisers call 133 652 between 8am and 7pm AEDT,
    Monday to Friday.
    • Whole of Life, Endowment and Pure Endowment
    Call 133 771 between 8.30am and 5pm AEDT,
    Monday to Friday
    • Plum
    Call 1300 557 586 between 8am and 6pm AEDT,
    Monday to Friday
    • National Australia Trustees
    Call 1800 036 172 between 9am and 5pm AEDT,
    Monday to Friday

     

    Write to us - If we can't sort out your problem over the phone, or you're not satisfied with the outcome, please write to us and include your address, phone number and email address so we can contact you easily. Write to:

    'Notice of Complaint'
    The Manager
    MLC Complaint Resolutions
    PO Box 1086
    NORTH SYDNEY NSW 2059

    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.

    This service is available at no cost to you.

    What if you're still not satisfied?

    We invite you to make contact with our Customer Advocate.

    In writing:
    Professor Dimity Kingsford Smith
    Office of the Customer Advocate
    PO Box 1086
    NORTH SYDNEY NSW 2059

    OR via phone:
    1800 093 038

    If your concern remains unresolved

    We'll do our best to address your concerns within 28 days. The law allows up to 90 days to address superannuation or traditional trustee services complaints and 45 days for other products and services. If we haven't responded within this time, or you're not satisfied with our decision you can contact one of the organisations below.

    Superannuation Complaints Tribunal (SCT)
    Locked Bag 3060
    GPO Melbourne VIC 3001
    Tel: 1300 884 114 (cost of a local call)
    Fax: 03 8635 5588
    Web: sct.gov.au
    Financial Ombudsman Service (FOS)
    GPO Box 3,
    Melbourne VIC 3001
    Tel: 1300 780 808 (cost of a local call)
    Fax: 03 9613 6399
    Web: fos.org.au

     

    The SCT and FOS are independent bodies that provide free assistance to customers who have financial services industry complaints.