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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.

Call us

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.

General enquiries

Call 132 652
Outside Australia +61 3 8634 4721

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

For advisers

Call 133 652
Outside Australia +61 3 8872 3107

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


Resolving complaints

If you have a complaint, we can usually resolve it quickly over the phone.

If you’d prefer to put your complaint in writing:


Complaint Resolutions
GPO Box 4341
Melbourne VIC 3001

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


If your complaint remains unresolved

If you’re not satisfied with our resolution, or we haven’t responded to you in 45 days you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). 

AFCA provides an independent financial services complaint resolution process that’s free to consumers. You can contact AFCA at any time.

In Writing to
Australian Financial Complaints Authority
GPO Box 3
Melbourne, VIC 3001

At their website


1800 931 678 (free call)

Click here for more information on our complaints management policy.