We believe that our customers are entitled to efficient, honest and fair treatment in their dealings with us, especially if something goes wrong.
We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problems you may have. If we haven't met your expectations, please let us know.
Our complaints handling process is based on the following principles:
Acceptance - we recognise that we may not have met the expectations of our customers and will accept all complaints.
Ownership - whoever receives a complaint is responsible for resolving it. If we need to pass it to someone else, we will inform you.
Collection of information - we will confirm the details of your complaint and clarify if we are unsure.
Treatment - we will ensure that you and your complaint are treated fairly.
Information - we will keep you informed of the progress of your complaint at all times.
Commitment - we will follow through on what we commit to doing.
Timeliness - if we can't resolve your complaint straight away, then we will we strive to resolve it within five working days. Of course, some complaints may take more time to investigate, and we will keep you informed at all times of our progress.
Resolution - we aim to achieve a mutually acceptable resolution to all complaints.
What to do if you have a complaint
You can contact us in several ways with your complaint:
You can call us on 133 464 or +61 2 9028 4077 (if you are overseas). If you want to put your concerns in writing, please write to us at:
ING DIRECT - Complaints Resolution
GPO Box 4094
Sydney NSW 2001
Details of your complaint
In order to resolve your complaint, it is important that you give us as much information as possible. When you contact us, please provide as much of the following information as you can:
- 1. Account information - your account name and number
- 2. Contact details - your phone number or other preferred method of contact. If you wish to be called only during certain hours, please let us know.
- 3. Complaint information - what your complaint is about and when it happened.
- 4. Resolution - how you would like your complaint to be resolved.
In the unlikely event that your complaint cannot be resolved directly with ING DIRECT you can seek assistance from the Financial Ombudsman Service (FOS). FOS provides a free and independent dispute resolution service.
To contact FOS
Call 1800 367 287;
Fax 03 9613 6399; or
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
If, after review or a period of 90 days has passed, we cannot assist you and you would like to take the matter further, you may contact the Superannuation Complaints Tribunal (SCT). The SCT is an independent body established by the Government to help account holders in super funds resolve complaints.
To contact the SCT
Call 1300 884 114;
Fax 03 8635 5588
Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne VIC 3001