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 you are not satisfied with the outcome of your complaint, you can contact one of the below services. Please note that before they can investigate your complaint, they generally require you to have first provided us with the opportunity to address the complaint.

Superannuation Complaints Tribunal for superannuation related complaints







Write to:
Superannuation Complaints Tribunal
Locked Mail Bag 3060
Melbourne VIC 3000

Online: sct.gov.au

 

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Phone: 1300 884 144


Fax: + 61 3 8635 55 88


Email: Info@sct.gov.au
 

Financial Ombudsman Service Ltd for complaints that do not relate to superannuation







Write to:
Financial Ombudsman Service Ltd
GPO Box 3
Melbourne VIC 3001

Online: fos.org.au

 

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Phone: 1800 367 287


Fax: +61 3 9613 6399


Email: mailto:info@fos.org.au