Feedback & Complaints
Ways to give feedback
You can contact us in the following ways:
Email
[email protected]
Phone
Please call us on 1800 161 310, Monday to Friday, 8am to 5pm.
Write to us / in person
Suite 1, Level 41
25 Martin Place
Sydney NSW 2000
If you need any assistance in making a complaint, please call us on 1800 161 310 or email us at [email protected].
Also, we can accept complaints from a representative acting on your behalf (e.g. family member, friend). We’ll make sure we resolve things together.
- We’ll find the right person to respond to you and acknowledge your feedback/complaint within one business day, or as soon as practicable.
- If we can’t resolve it immediately, we will let you know when you can expect to hear back from us, but in any case we will provide a final response within 30 days from when you first get in touch. If for any reason beyond our control, we are unable to provide a final response within 30 days, we will advise you of why there is a delay and your right to complain to the Australian Financial Complaints Authority.
- If you are unhappy with the outcome, you can refer the matter to the Milford Head of Risk & Compliance & General Counsel.
- Escalate further if you’re not satisfied to an External Dispute Resolution Scheme.
External Dispute Resolution Scheme
If you are unhappy with our response, then you may want to seek independent assistance from the Australian Financial Complaints Authority (AFCA). AFCA can help clients investigate or resolve concerns and disputes free of charge.
Please note that before AFCA can review your complaint, it must first have been fully investigated by us.
Freephone
1800 931 678
Email
[email protected]
Postal Address
GPO Box 3, Melbourne VIC 3001.
Website
www.afca.org.au
