Customer Guide to Complaints Handling

IA is committed to providing the highest quality of service and products to our customers. However, we are not perfect and if you feel that we have not met your expectations we would like to hear from you so we can quickly remedy the problem.

Procedures

If you have a complaint please advise us as soon as possible.

You may contact us:
By telephoning client services on: 1300 729 955 (toll free)
Between 8:30 am and 5:00 pm (Sydney Time) Monday to Friday (except NSW Public Holidays)
Or by writing to us at: PO Box H300 Australia Square 1215
Or by email at: [email protected]

The staff member receiving your complaint will do their utmost to remedy the problem. If this is beyond their capacity they will refer the matter to the appropriate Manager.If your complaint cannot be resolved immediately the staff member you have been dealing with will take a note of the necessary details and advise you of the name of the Complaints Handling Manager who will be responsible for resolving the issue. If the Complaints Handling Manager is unable to resolve the matter within 5 business days they will issue an acknowledgement letter advising that your complaint has been registered. The Complaints Handling Manager will keep you informed of our progress and make every endeavour to provide you with a final response as soon as possible, and in any event within 45 days.

If your complaint is made in writing you will receive a response in writing advising you of our decision, the reasons for our decision, and explaining what further action is open to you if you are unsatisfied with the response.

We are confident that this process will provide our customers with a fair and reasonable response to their complaint.

External Dispute Resolution Process

Should you be unsatsified with the solution we offer or we are unable to resolve your complaint, you have the right to the matter to the Australian Financial Complaints Authority.

Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA websites to find out if or when the time limit relevant to your circumstances expires