Feedback and complaints

We welcome your feedback whether it's a compliment, suggestion or a complaint. If you're ever unhappy about something we've done - or perhaps not done - please give us the opportunity to put things right.

Contact us

  • Over the phone - 1300 130 467 - centres are open 8am - 8pm, 7 days a week from anywhere in Australia. This is the fastest way to provide feedback and resolve any concerns.  
  • Report hoax or scam
  • In person - at any branch
  • Online - provide feedback, share your suggestions, provide a complaint or compliment using our secure feedback form
  • Post - to Reply Paid 5265, Sydney NSW 2001.

How long does it take?

Where possible, we'll resolve your complaint on the spot. However, depending on the nature of the issue, this may take up to 5 business days. So if we need some additional time, we'll let you know.

Then what happens?

Find out more about how we  resolve complaints (PDF 483kb). If we can't resolve your concern, we’ll refer it to our dedicated Customer Relations team. In this case, we’ll provide a reference number and a date you can reasonably expect a response by.

What if I'm not satisfied?

If you feel we haven't fairly resolved your concern, there are several industry bodies that can help.

For unresolved complaints other than superannuation related, please contact the:

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

For unresolved complaints about superannuation funds, annuities and deferred accounts and retirement savings accounts, contact the:

Superannuation Complaints Tribunal
Locked Bag 3060 GPO
Melbourne VIC 3001
Phone: 1300 78 08 08
Fax: 03 8635 5588