MAKING A COMPLAINT

Internal Dispute Resolution Process

We want you to be satisfied with the Plan.

Let us know if you have a complaint relating to the sale or marketing of the Plan or any other aspect of your dealings with the Plan.

If your complaint is not answered to your satisfaction after your first contact with one of our staff members, we will conduct an internal review of your complaint and attempt to resolve it to your satisfaction. The person responsible for conducting the internal review may contact you to discuss the matter. In all circumstances a letter will be forwarded outlining your concerns along with the outcome of the review and how the decision was reached.

External Dispute Resolution Process

If you are unhappy with the outcome of the internal review, you may refer the matter to:

Financial Ombudsman Service (FOS)
GPO Box 3
Melbourne Vic 3001
Phone 1300 78 08 08
Fax (03) 9613 6399

FOS is an independent organisation offering free and accessible dispute resolution services across Australia.

If you require further information regarding this service, please contact us and we will send you a copy of the FOS “How to resolve your dispute” brochure.

Cancelling a plan

If you no longer wish to be a Plan Holder, you can ask us at any time to cancel your plan.

If you cancel your plan, under the Rules of the Plan, we will not give any money back and we will not make any payout on the passing of a person who was a Nominee.