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.
Website
www.afca.org.au
Email
info@afca.org.au
Telephone
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.
