Complaints handling policy

We make every effort to deal with your concerns as quickly as possible.

When you make a complaint, you’ll receive an acknowledgement within 24 hours or as soon as possible.  

If we can’t resolve your complaint immediately, our dispute resolution team will work with you to understand the details. We’ll review all the information and contact you to ensure we fully address your concerns.

For super complaints, we’ll aim to resolve your complaint within 45 calendar days. 

For complaints about our financial services (including financial advice we may have provided to you) which aren’t resolved to your satisfaction by the end of the fifth business day after receiving your complaint, we’ll write to you with our final response within 30 calendar days.

If an issue hasn’t been resolved to your satisfaction, or your complaint hasn’t been resolved within the required time frame, you may be eligible to take your complaint to the Australian Financial Complaints Authority (AFCA).

There are some time limits for lodging certain complaints. This includes complaints about death benefit payments, which you must lodge with AFCA within 28 days of being given a written decision.

Extra care and support

We’re dedicated to helping all our members, especially those who may be facing challenges and could benefit from extra care.

If English isn’t your preferred language, you can access a translation and interpretation service to help you lodge a complaint.

Learn more about the extra support services we provide.