External Dispute Resolution

If you are not satisfied with our action or response to a complaint, or we have not provided a response within our Internal Dispute Resolution’s timeframe, you may refer the matter to an External Dispute Resolution body.

These bodies are independent of the Trustee and there is no cost to have the complaint dealt with by these bodies.

The relevant External Dispute Resolution body is the Australian Financial Complaints Authority (AFCA).

Please note: There are some time limits for lodging certain complaints with AFCA. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our final decision on how a death benefit will be distributed.

Their contact details are:

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, MELBOURNE VIC 3001