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Complaints and disputes

Our customers have the right to efficient, honest, and fair treatment in their dealings with us, particularly if something goes wrong.

We welcome your feedback, and want to know straight away if we haven’t met your expectations or can improve our service to you in any way.

Make a complaint or provide feedback

Your first point of contact for raising complaints and feedback is our customer complaints team. They will attempt to address your concerns and resolve your dispute.

You can call us

We’re here 24/7 on 133 464 or +61 2 9028 4077 (if you’re overseas).

You can email us

customer.complaints@ingdirect.com.au

Or write to us

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. 1. Account information - your account name and number
  2. 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. 3. Complaint information - what your complaint is about and when it happened.
  4. 4. Resolution - how you would like your complaint to be resolved.

Once we receive this information, we will be able to investigate your complaint and work towards a fair resolution.

Seeking additional help

In the unlikely event that you’re not satisfied with the resolution of your complaint, you can seek help from the Financial Ombudsman Service - a free and independent dispute resolution service – or the Superannuation Complaints Tribunal – an independent body established by the government to help super account holders resolve complaints.

Banking Services

Financial Ombudsman Service Australia (FOS)

Ph: 1800 367 287

Online: www.fos.org.au

Fax: 03 9613 6399

Post:
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001

Superannuation services

Superannuation Complaints Tribunal (SCT).

Ph: 1300 884 114;

Online: www.sct.gov.au;

Fax: 03 8635 5588

Post:
Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne VIC 3001

Ensuring a fair resolution

To ensure that we provide a fair and equitable dispute resolution process, we’ve appointed Monique Zimany as our independent Customer Advocate. Monique will operate outside of our day to day business activities and complaint resolution process, to review complaints and improve our resolution process.

If you deem our dispute resolution process was not fair, you do have the option of escalating your concerns to Monique, who will assess the management and outcome of your dispute, and make a determination. Monique may also contact you to collect further information to assist in our investigation.

Please note, if you have raised your complaint with the Financial Ombudsman Service or Superannuation Complaints Tribunal, and a determination has been made by them, their determination will be final.

Contact our Customer Advocate

Email: customer.advocate@ingdirect.com.au

Ph: 1800 453 205 during business hours (AEST/AEDT)