Make a complaint
Your feedback is important to us. If there’s something we can improve, or you’re not satisfied with our products, services, or staff, we want to know about it.
We treat every complaint seriously and aim to find a solution that's fair and reasonable. At all times, we follow our complaint handling principles.
Complaints process
1
Tell us what's happened
2
We’ll acknowledge your complaint within 1 business day of hearing about it
3
We’ll resolve your complaint on the spot or escalate to our Customer Resolution Team
How to make a complaint?
There are a few ways to make a complaint:
- Online via our feedback form
- By calling 1800 667 841 (8:30am - 7:00pm Monday – Friday, Sydney time)
- By emailing north@amp.com.au
- By writing to us at North Service Centre GPO Box 2915, Melbourne VIC 3001
To help us respond to your complaint quickly, please include the following information:
- The word 'Complaint' in the subject line or heading of the email or letter
- Your name and contact details including your contact number and email
- What your complaint is about, what went wrong, and what you’d like us to do
- Any supporting documentation
We recommend you keep a copy of your complaint and original documents for your records.
What happens next?
In our response to your complaint, we’ll call you and provide a written explanation of:
- Our investigation into your complaint
- Attempts to resolve your complaint
- Reasons for our decision
- How you can access any documents considered
- How you can escalate the complaint to an external organisation (and their contact details) if your complaint has not been resolved to your complete satisfaction
How long does it take?
If we can’t resolve your issue on the spot, we’ll escalate to our Customer Resolution Team (CRT), who will acknowledge receipt of the complaint within one business day and provide you with a reference number.
The timeframe in which we aim to resolve your complaint depends on the type of complaint and product(s) you have with us.
| Credit related complaints involving hardship notices or requests to postpone enforcement proceedings | 21 calendar days after receiving the complaint |
| Credit related complaints involving default notices | 21 calendar days after receiving the complaint |
| Superannuation trustee complaints | 45 calendar days after receiving the complaint |
| Superannuation death benefit distribution complaints | 90 calendar days after receiving the complaint |
| Standard complaints (anything that doesn’t fit the above including other banking complaints) | 30 calendar days after receiving the complaint |
We always aim to resolve your complaint as quickly as possible. However, there may be exceptional circumstances where the timeframes may be extended. We’ll contact you and give you an update at least every 10 days.
Hardship and financial difficulty
If you are experiencing hardship or financial difficulty as a result of your complaint, please let us know as soon as possible so we can discuss your circumstances and possible solutions.
Need help making a complaint?
Authorising someone to help you
You can appoint an authorised or legal representative, friend, or family member to manage your complaint on your behalf. We need your verbal or written permission to speak with anyone else about your complaint.
Support when communicating with us
If you prefer to speak to us in another language, contact the Translating and Interpreting Service on 131 450.
If you find it hard to hear or speak on the phone, the National Relay Service (NRS) can help you to call us. For more details visit accesshub.gov.au.
When the NRS helps you to communicate with us, they’ll need the phone number you want them to call. You can find a list of phone numbers on our adviser and client contact pages.
Not satisfied?
If you’re unhappy with the outcome or handling of your complaint, or if we have not responded within the above timeframes, you can lodge a dispute with the Australian Financial Complaints Authority (AFCA).
AFCA provides a fair and independent complaint resolution service that’s free to consumers and small businesses.
| Website | www.afca.org.au |
| Phone | 1800 931 678 |
| info@afca.org.au | |
| GPO Box 3, Melbourne VIC 3001 |
There are time limits for lodging certain complaints with AFCA. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of receiving our written decision.
Give a compliment
Did one of our team members make things easier, quicker, or extra special for you? We’d love to hear about it so we can pass on the compliment and make sure we keep up the good work.
There are a few ways to share your positive experience:
- Online via our feedback form
- By calling 1800 667 841 (8:30am - 7:00pm Monday – Friday, Sydney time)
- By emailing north@amp.com.au
- By writing to us at North Service Centre GPO Box 2915, Melbourne VIC 3001
Important information
The information on this page has been provided by NMMT Limited ABN 42 058 835 573, AFSL 234653 (NMMT). It contains general advice only, does not take account of your personal objectives, financial situation or needs, and you should consider whether this information is appropriate for you before making any decisions. It’s important you consider your circumstances and read the relevant product disclosure statement and target market determination, available from northonline.com.au or by contacting the North Service Centre on 1800 667 841, before deciding what’s right for you.
You can read the Financial Services Guide online for more information, including the fees and benefits that companies related to NMMT, N.M. Superannuation Proprietary Limited ABN 31 008 428 322, AFSL 234654 (N.M. Super) and their representatives may receive in relation to products and services provided.
North and MyNorth are trademarks registered to NMMT.
All information on this website is subject to change without notice.