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We do what's right by our customers
At Resolution Life we are committed to helping you and doing what’s right by our customers. We care about what you think and welcome your compliments, complaints and suggestions.
If you are dissatisfied with Resolution Life, a product, service, staff or the handling of a complaint, and you need a response or resolution then you have a complaint.
We aim to be fair, efficient and transparent throughout the complaints process.
Complaints Policy Document (Including Translated Options)
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How do I lodge a complaint
If you are dissatisfied with Resolution Life, or our complaints handling process, and you need a response or resolution then you have a complaint. You can let us know in whichever way is best for you:
- Website : use our Online Complaints form
- By phone : call 133 731 to speak to one of our staff
- In writing : email us askus@resolutionlife.com.au
- Post : Reply Paid 90618, GPO Box 5441, Sydney NSW 2001
Resolving your complaint
We are committed to resolving complaints as quickly as possible, preferably when we first receive the complaint. Where a complaint cannot be resolved immediately, we will give you a timing estimate for resolution, and update you at regular intervals.
We’ll let you know:
- the process for how your complaint will be resolved
- the person who will be responsible for handling your complaint
- the status of your complaint at different times
- the expected timeline for your complaint to be resolved
- your role in getting the complaint concluded.
When to expect a response
Credit related: Within 21 calendar days
Superannuation complaint response: Within 45 calendar days
Superannuation death benefit distribution dispute: Within 90 calendar days after the expiry of the 28 day calendar period for objecting to a proposed death benefit distribution
All other financial services: Within 30 calendar days
What if I am not happy with the outcomes?
If you aren’t satisfied with the outcome of Resolution Life’s dispute resolution process, you can take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution body which provides fair and independent financial services complaint resolution that is free to consumers. Their contact details are:
Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001, Australia
Phone 1800 931 678
Email info@afca.org.au
Online: afca.org.au
There may be a time limit for referring your complaint to AFCA, usually two years from when you receive your complaint outcome from Resolution Life. You should contact them or visit their website for more details.
What you need to know
Any advice on this website is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), and is general advice and does not take into account your objectives, financial situation or needs. Before acting on this advice, you should consider the appropriateness of the advice having regard to your objectives, financial situation and needs, as well as the relevant product disclosure statement and/or policy document, available from Resolution Life at resolutionlife.com.au or by calling 133 731, before making a decision on whether to acquire, or continue to hold, the product.
The Target Market Determinations (TMDs) for our financial products (where applicable) can be found at Target Market Determinations (TMDs). The TMDs describe the key features and attributes of an applicable product that affect whether it is likely to be consistent with the objectives, financial situation and needs of consumers in the target market.
Resolution Life is part of the Resolution Life Group and can be contacted via contact us or by calling the phone number mentioned above.
