Our commitment to you

The management of complaints is a critical way we demonstrate our customer focus. Mistakes happen, and we don’t always get things right, but how we deal with the mistake when brought to light is our opportunity to improve our relationship with you.

A complaint is an expression of dissatisfaction made to or about North, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

We put fair customer outcomes at the centre of our decision making. Even when the customer outcome demonstrates North has acted honestly, efficiently, fairly, and in compliance with all regulatory requirements, a complaint still lets us know that a customer is dissatisfied, giving us the opportunity to improve the relationship and to continually improve as an organisation.

Our staff seek to understand customer issues, respond empathically, and provide a fair outcome for the customer, as quickly and easily as possible, or escalate as needed to resolve the complaint.

Complaint handling principles

North is committed to acting with integrity and fairness - this means we are committed to finding the right solution for you.

Fair dealing

  • Listening and understanding our customers
  • Being accessible and transparent

We understand vulnerability and the impact it has.

Fair service

  • We are professional, respectful and easy to deal with
  • We follow through on actions
  • We respect privacy

We will call out and fix problems quickly, so that they don't happen again.

Fair treatment

  • We hold ourselves and others to high standards
  • We act without bias
  • We will act quickly and appropriately when things go wrong
  • We will learn from mistakes and always seek to improve

We aim to ensure that the complaint handling process is easy to use and that your voice is heard. Knowing when we haven’t got it right helps us to identify ways to continually improve and continue to offer you the products and service you need.

Responsive – We’ll ensure all our interactions are respectful and professional. We’ll listen to you and you will always get time to tell us about your experience.

Accessible – We’ll ensure our complaint handling and feedback processes are easy to find and use. We’ll share with you any information that may be needed and why. The complaint resolution process is free of charge.

Transparent – We’ll explain the steps in the complaint process and communicate with you clearly.

Accountable – We’ll take ownership of what we do and commit to deliver on what we promise. We’ll keep you updated on the progress of your complaint.

Integrity – We’ll behave with respect and sensitivity to all our customers and act honestly in all that we do.

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.