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
Our aim is to resolve your complaint as quickly as possible (within 28 business days). During this time, we will update you on the progress of your complaint. If it takes longer than 28 business days to resolve your complaint, we’ll contact you and keep you updated.
We are required by law to respond to superannuation related complaints within 90 days, and non-superannuation related complaints within 45 days.
If an issue has not been resolved to your satisfaction, or if you have not received a response from us within the above timeframes you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution 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.