Feedback, compliments & complaints

As a valued customer of OnePath we want to hear from you if any of our products and services have not met your expectations.

If you would like to compliment one of our staff or make a suggestion on how we can improve, we want to know. If we made a mistake, or our service does not meet your expectations, we also want to know.

STEP 1: How to make a complaint, compliment or provide feedback

Our specialists will work closely with you to address your concerns quickly and amicably. We aim to resolve the majority of complaints within a maximum of 10 business days. In cases where your complaint will take longer to resolve, we will update you progressively.

 

Call us on:
133 665 for Investments and Superannuation products
133 667 for Life Insurance products (OneCare)
132 062 for General Insurance products and all other Life Insurance products
133 863 for customers of ANZ Investments and Superannuation
+61 2 9234 8111 for International clients

 

 

Lodge an online compliment, suggestion or complaint

 

Write to:
OnePath
GPO Box 5306
Sydney, NSW 2001

 

 

STEP 2: Review Your Complaint

Customer Advocate our response to you

If you are not satisfied with the resolution offered, you can have your complaint reviewed by our Consumer Advocate team, who provide a free, independent review to reach a resolution that is fair to you and to OnePath.

To contact Customer Advocate



Call us on (02) 9234 5521

Email your complaint to: customeradvocate@onepath.com.au

Write to:
Customer Advocate
OnePath
GPO Box 5306
Sydney NSW 2001

 

 

 

STEP 3: Further help options

If your concerns have not been resolved to your satisfaction, you can lodge a complaint with AFCA who provides fair and independent financial services complaint resolution that is free to consumers.

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires. The AFCA contact details are:

Australian Financial Complaints Authority







Write to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Online: www.afca.org.au​

 

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Phone: 1800 931 678


Email: info@afca.org.au​