How to make a complaint, compliment or provide feedback
We value your feedback and we’re committed to resolving any concerns you may have. If you have a complaint, our service representatives can usually resolve it quickly over the phone on 13 12 87 or +61 2 8366 1500 (international clients).
Write to:
Complaints Resolution Manager
OnePath Custodians Pty Limited
GPO Box 5107
Sydney NSW 2001
Lodge an online compliment, suggestion or complaint.
An assigned case manager will conduct a fair review and provide you with a full response in writing.
Further help - the Australian Financial Complaints Authority (AFCA)
If you don’t receive a response to your complaint within 45 days (or 90 days for certain death benefit-related claims) or if you’re not satisfied with our response to your claim, you may be able to lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone:
1800 931 678
In writing to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Time limits may apply to complain to AFCA 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.
Insignia Financial Group Complaints Policy documents
Insignia Financial Group Complaints Policy (PDF, 440 KB)
Insignia Financial Group Complaints Policy - Arabic (PDF, 451 KB)
Insignia Financial Group Complaints Policy - Greek (PDF, 812 KB)
Insignia Financial Group Complaints Policy - Italian (PDF, 611 KB)
Insignia Financial Group Complaints Policy - Simplified Chinese (PDF, 975 KB)
Insignia Financial Group Complaints Policy - Traditional Chinese (PDF, 869 KB)
Insignia Financial Group Complaints Policy - Vietnamese (PDF, 764 KB)
Insignia Financial Group Complaint Acknowledgment Flyer (PDF, 321 KB)