We're here to help
Your feedback is important to us. If you’re unhappy with our products or service, we want to know about it. We treat every complaint seriously and aim to resolve your concerns as quickly as possible. You can read about our Complaints policy and our commitment to you.
Of course, if you want to tell us about a positive experience, we’d love to hear about it. Email us at firstname.lastname@example.org
Contact our team
If you have a complaint the first thing you can do is let us know what’s happened. You can contact the North Service Centre with the details below.
What to include in the complaint
To help us respond to your complaint quickly, please include the following information:
- The word 'Complaint' in the heading or subject line of the email or letter
- Your name and contact details, including your preferred phone number and email address
- Detailed description of your complaint
- Copies of any supporting documents
- The outcome you’d like
We recommend you keep a copy of your complaint and original documents for your records.
If we can’t resolve your complaint straightaway, we’ll escalate it to the right Customer Resolution team. We’ll acknowledge receipt of the complaint within one business day and provide you with a reference number.
We always aim to resolve your complaint as quickly as possible. However, there may be exceptional circumstances where the timeframes may be extended. We’ll contact you and give you an update at least every 10 days.
If the complaint is still unresolved
The Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution that’s free to consumers and small businesses.
If your complaint hasn’t been resolved to your complete satisfaction or in the required timeframe, you can lodge a complaint with AFCA:
There are time limits for lodging certain complaints with AFCA. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of receiving our written decision.
Getting help to make a complaint
If you need support or help to make a complaint you can ask an authorised representative, family member or friend to contact us on your behalf. We need your permission to speak with anyone else about your complaint – this can be verbal or in writing.
If you have a hearing or speech impairment you can use the National Relay Service:
- TTY (Text Telephone) users – phone 133 677 then ask for the North telephone number you wish to contact.
- Speak and Listen (speech to speech relay) users – phone 1300 555 727 then ask for the North telephone number you wish to contact.
- Internet relay users – visit the National Relay Service
The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131 450.
Important informationShow more
This information is provided by NMMT Limited ABN 42 058 835 573, AFSL 234653 (NMMT) which is part of the AMP group. Contact us on 1800 667 841. MyNorth is a trademark registered to NMMT.
Any advice and information is provided by NMMT Limited ABN 42 058 835 573, AFSL 234653 (NMMT) is general in nature. It hasn’t taken your financial or personal circumstances into account. It’s important to consider your particular circumstances and read the relevant product disclosure statement, target market determination or terms and conditions available from North at northonline.com.au or by calling 1800 667 841, before deciding what’s right for you.
You can read our Financial Services Guide online for information about our services, including the fees and other benefits that AMP companies and their representatives may receive in relation to products and services provided to you. You can also ask us for a hardcopy. All information on this website is subject to change without notice.