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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.

Contact us

Contact us on one of the below channels and describe the problem, or ask your financial adviser to call for you. We can usually sort it out immediately.

General enquiries

Call 132 652
Outside Australia +61 3 9966 5802

Opening hours
Monday to Friday between 8am and 6pm AEST/AEDT

For advisers

Call 133 652
Outside Australia +61 3 9966 5804

Opening hours

Monday to Friday between 8am and 7pm AEST/AEDT

Whole of Life, Endowment and Pure Endowment

Call 133 771

Opening hours
Monday to Friday between 8.30am and 5pm AEST/AEDT

Alternative means of contact


Complaint Resolutions
GPO Box 4341
Melbourne VIC 3001

We’ll conduct a review and provide you with a response in writing. 


About our complaints process

We take all complaints very seriously. If you have a complaint about an MLC product or service (or wish to obtain further information about the status of an existing complaint), contact us via one of the channels set out above.

Your complaint will be reviewed in line with our principles:

  • Be Human
    We treat those around us the way we’d like to be treated – openly, honestly and respectfully.
  • Deliver what matters
    We make sure we understand what matters to every client and we make it happen.
  • Stronger together
    Only by working together can we truly serve our clients.
  • Keep it simple
    We remove complexity.
  • Do what’s right not what’s easy
    We back ourselves to make the right call. We speak up.

If you are not satisfied with the resolution offered, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent complaint resolution service that is fee to consumers.



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. This includes complaints about the payment of a death benefit. Which you must lodge with AFCA within 28 days of being given our written decision.