We will write to you or call you to let you know we have received your complaint, usually within one business day of receipt.
Our aim is to resolve all complaints as soon as possible, and if we are not able to resolve your complaint within 5 business days, we will assign a case manager to oversee the resolution of your complaint.
For most complaints a final response will be sent to you within 45 days after your complaint is received. If your complaint relates to our decision about the payment of a death benefit, we aim to resolve your complaint within 90 days. If we are unable to resolve your complaint within the above timeframes, we will let you know.
If you need assistance in making a complaint, we will accept complaints made on your behalf by a family member, legal representative or any other person who is authorised to act on your behalf. We also have consultants who speak different languages and, if a consultant is not available, we will accept the cost of calls made using the Translating and Interpreting Service (TIS National).