Complaints

OnePath is committed to assisting you when you need us most

OnePath is committed to providing a high level of service and we have arrangements in place for resolving any complaints our customers may have. We will always endeavour to address your concerns as a matter of priority and will work with you to resolve your complaint.

If you wish to make a complaint about any OnePath service or product, below are a number of ways to contact us. We recommend having an email address and phone number on hand, and a policy number if applicable.

By phone:
OneCare Life Insurance products: 133 667
All other life insurance products: 132 062 
International callers: +61 2 9234 8111
OnePath Investments : 1800 646 706 / +61 2 9995 3777
8.30am-6pm AEST Monday - Friday

By mail:
Dispute Resolution Manager
GPO Box 4148
Sydney, NSW 2001

Further information about the processes we have in place to help you with complaints is set out in the OnePath Complaints Policy. We also have the policy available in other languages.

Customers needing additional help

OnePath will confirm that we have received your complaint and work with you to provide an outcome as quickly as possible. 

If we need more than 5 days to review your concerns, we will refer you to our Dispute Resolution Team who will undertake further investigations.

Your dedicated contact will keep you regularly updated with the progress and will work with you to discuss options to resolve your complaint.

Once we have come to a decision on the outcome of your complaint, we will discuss the proposed outcome with you.

A written response outlining our complaints decision will be provided no later than 30 calendar days where your complaint relates to a life insurance policy, or 45 calendar days if it relates to a superannuation product.

Hearing and speech impaired customers can contact OnePath via the National Relay Service on 1300 555 727.

Customers requiring translation assistance can contact the Translating and Interpreting Service on 131 450 and request they contact us on your behalf.

The OnePath Complaints Policy is also available in the following languages:

What if I’m not satisfied with your proposed decision or resolution to my complaint?

If you are not satisfied with our response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.  AFCA’s contact details are:

Websitewww.afca.org.au
Emailinfo@afca.org.au
Telephone: 1800 931 678 (free call)
In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to lodging a complaint and you should act promptly or otherwise consult the AFCA website to understand if and when the time limit relevant to your circumstances expires.