How do I resolve a complaint?

We take complaints very seriously and we’d like to hear from you if our service has not met your expectations. Complaints are handled by our Customer Advocate Office and managed in accordance with our Customer Feedback Management Policy.

Contact us 

Call us to resolve a complaint, or you can complete our feedback form and we'll call you back.

Phone-icon  1300 361 911
 Monday to Friday 8am-7pm (CST)
Email-icon  Complete our feedback form

Experience tells us that most complaints can be addressed at this level.  If however, your complaint requires specialist attention, the appropriate staff member will respond to you promptly advising the expected timeframe resolution will take.

Further help is available 

If you are not satisfied with our response, you can refer the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of progress and provide a response.

The Customer Advocate can be contacted by:

  • Telephone - 1300 139 572 (+61 3 5485 7919) Mon to Fri 8:30am - 5:00pm Victorian time
  • Email -
  • Post/Letter - write to Customer Advocate, P.O. Box 480, Bendigo, Vic, 3552

Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to the appropriate External Dispute Resolution scheme.

Financial Ombudsman Service Australia
GPO Box 3
Melbourne Vic 3001
Phone: 1800 FOS AUS (1800 367 287)
Fax: 03 9613 6399

Superannuation Complaints Tribunal
Locked Bag 3060 GPO
Melbourne Vic 3001
Phone: 1300 780 808
Fax: 03 8635 5588

Office of the Australian Information Commissioner
Phone: 1300 363 992