How to make a complaint, compliment or provide feedback
We value your feedback regarding our performance and we’re committed to resolving any concerns you may have. If you have a complaint about ANZ Smart Choice Super and/or Pension (or wish to obtain further information about the status of an existing complaint), please:
Call us on:
13 12 87 weekdays from 8:30am to 6:30pm (Sydney/Melbourne time)
+61 2 9234 6112 for international clients
Lodge an online compliment, suggestion or complaint
GPO Box 5306
Sydney NSW 2001
Where possible, concerns will be resolved straight away.
Where this is not possible or further investigation is required to resolve your complaint, our ClientFirst team will acknowledge your complaint within one business day and will consider and respond to your complaint as quickly as possible. At any stage you're welcome to contact your assigned Case Manager for an update on the progress of your complaint.
Your complaint will be reviewed in line with our principles:
- Be human - we treat those around us the way we’d like to be treated – openly, honestly and respectfully.
- Deliver what matters - we make sure we understand what matters to every client and we make it happen.
- Stronger together - only by working together can we truly serve our clients.
- Keep it simple - we remove complexity.
- Do what’s right, not what’s easy - we back ourselves to make the right call. We speak up.
If you are not satisfied with the resolution offered, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA.
Australian Financial Complaints Authority (AFCA)
AFCA offers fair and independent complaint resolution service that is free to consumers.
1800 931 678 (free call) - on weekdays (except on public holidays) from 9am to 5pm (Sydney/Melbourne time).
In writing to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.
IOOF Group Complaints Policy documents
IOOF Group Complaints Policy (PDF, 715kB)
IOOF Group Complaints Policy – Arabic (PDF, 1.8MB)
IOOF Group Complaints Policy - Greek (PDF, 1.8MB)
IOOF Group Complaints Policy – Italian (PDF, 1.7MB)
IOOF Group Complaints Policy - Simplified Chinese (PDF, 1.8MB)
IOOF Group Complaints Policy - Traditional Chinese (PDF, 1.9MB)
IOOF Group Complaints Policy - Vietnamese (PDF, 1.8MB)
IOOF Complaint Acknowledgment Flyer (PDF, 314kB)