Complaint resolutions

We're here to help

We like our customers to be happy. If you're disappointed with any of our products, or the service you've received so far, we'd like an opportunity to put this right.

Contact us

Contact us on one of the below channels and describe the problem, or ask your financial adviser to call for you. We can usually sort it out immediately.

General enquiries

Call 132 652
Outside Australia +61 3 9966 5802

Opening hours
Monday to Friday between 8am and 6pm AEST/AEDT

For advisers

Call 133 652
Outside Australia +61 3 9966 5804

Opening hours

Monday to Friday between 8am and 7pm AEST/AEDT

Whole of Life, Endowment and Pure Endowment

Call 133 771

Opening hours
Monday to Friday between 8.30am and 5pm AEST/AEDT

Alternative means of contact

Email complaints@mlc.com.au

Post
Complaint Resolutions
GPO Box 4341
Melbourne VIC 3001

We’ll conduct a review and provide you with a response in writing. 

About our complaints process

Resolving Complaints

We value your feedback and we’re committed to resolving any concerns you may have.

If you have a complaint, our service representatives can usually resolve it quickly over the phone on one of the channels set out above.

If you’d prefer to put your complaint in writing, you can email or send a letter using the contact details below.

Email: complaints@mlc.com.au

In writing: The Complaints Resolution Manager, GPO Box 4341, Melbourne, VIC 3001

An assigned case manager will conduct a review and provide you with a response in writing.

Further Help – The Australian Financial Complaints Authority (AFCA)

If you don’t receive a response to your complaint within the relevant maximum timeframe or if you’re not satisfied with our response to your claim, you may be able to lodge a complaint with AFCA.

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678

In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 300