Managing the impacts of COVID-19
As the Coronavirus (COVID-19) situation evolves, we continue to follow the official Australian Government advice to prioritise the safety, health and welfare of our people, our clients and others with whom we interact. This means some of our staff continue to work from home and our offices may need to close at short notice following Government advice to protect our people and our clients.
- If you have a general enquiry please call 1800 882 218.
- If you have a safe deposit enquiry please call 08 8127 1663. Safe Deposit is usually open on Wednesday and Friday by appointment only.
Please be assured we remain committed to delivering what matters to our clients and business partners during this difficult time and have the people, technology and systems in place to support you.
If you have a complaint about an AET product or service (or wish to obtain further information about the status of an existing complaint), please contact us on:
Free call: 1800 254 180
Manager, Customer Care
Australian Executor Trustees Limited
GPO Box 546
Adelaide SA 5001
Where possible, concerns will be resolved straight away.
Where this is not possible or further investigation is required to resolve your complaint, our ClientFirst team will acknowledge your complaint within 1 business day and will consider and respond to your complaint as quickly as possible. At any stage you're welcome to contact your assigned Case Manager for an update on the progress of your complaint
Your complaint will be reviewed in line with our principles:
- Be human
We treat those around us the way we’d like to be treated – openly, honestly and respectfully.
- Deliver what matters
We make sure we understand what matters to every client and we make it happen.
- Stronger together
Only by working together can we truly serve our clients.
- Keep it simple
We remove complexity.
- Do what’s right, not what’s easy
We back ourselves to make the right call. We speak up.
If you are not satisfied with the resolution offered, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA.
AFCA provides fair and independent complaint resolution service that is free to consumers.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.
IOOF Group Complaints Policy documents