Contact us

Online enquiries

We'll respond to you by phone within 3-5 business days. Need an answer quick? Why not check our FAQs first to see if we have your enquiry covered.

For urgent enquiries or to change your details, we encourage you to call our Member Centre.

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Visit us

Our Advice Centres Location Phone  Maps
Melbourne - Head Office Level 9, 171 Collins Street,
Melbourne		 1300 366 216  View Map
Blackburn  Level 1, 29-33 Railway Road,
Blackburn		 (03) 9264 7600
 View Map
Traralgon 29 Hotham Street,
Traralgon		 (03) 5175 6000 View Map
Bendigo 15 MacKenzie Street,
Bendigo		 (03) 5438 1950
 View Map
Geelong Suite 1, 69-71 Moorabool Street,
Geelong		 (03) 5226 5500  View  Map

Visit us

Our Advice Centres Location Phone  Maps
Melbourne - Head Office Level 9, 171 Collins Street,
Melbourne		 1300 366 216  View Map
Blackburn  Level 1, 29-33 Railway Road,
Blackburn		 (03) 9264 7600
 View Map
Traralgon 29 Hotham Street,
Traralgon		 (03) 5175 6000 View Map
Bendigo 15 MacKenzie Street,
Bendigo		 (03) 5438 1950
 View Map
Geelong Suite 1, 69-71 Moorabool Street,
Geelong		 (03) 5226 5500  View  Map

Making a complaint

We take member feedback and concerns seriously. If you’re not satisfied with our products or services, we have a complaint resolution process to address your concerns.

How to lodge a complaint

Contact us by phone, online enquiry, letter, or visit one of our Advice Centres (see details above).

Complaint process

We will send you an acknowledgement once we’ve received your complaint and let you know the details of the investigating officer assigned to look into the matter. There is a legislative requirement that we respond within 90 days of receiving your complaint, however we always aim to reply as soon as possible. You can contact the investigating officer at any stage for an update on the progress of your complaint.

Our response will include the outcome of the investigation, the reason for our decision and any options for further review.

External dispute resolution process

If you don’t receive a response to your complaint within 90 days, or are not satisfied with our final response, you have the option of lodging a complaint:

  • with the Australian Financial Complaints Authority (AFCA)
The AFCA contact details are:

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
         GPO Box 3
         Melbourne Vic 3001

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