If you have a complaint about an IOOF product or service (or wish to obtain further information about the status of an existing complaint), please contact us on:
Free call: 1800 913 118
Manager, Customer Care
GPO Box 264
MELBOURNE VIC 3001
Where possible, concerns will be resolved straightaway.
Where this is not possible or further investigation is required to resolve your complaint, our Customer Care team will acknowledge your complaint in writing and will consider and respond to your complaint as quickly as possible (within 28 business days).
If it takes longer than 28 business days to resolve your complaint, we’ll contact you to keep you updated.
We are required by law to respond to superannuation related complaints within 90 days, and non-superannuation related complaints within 45 days.
If an issue has not been resolved to your satisfaction, or if we have not responded within the above timeframes, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent complaint resolution service that is free to consumers.
Telephone: 1800 931 678 (free call)
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.