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Financial Services, Financial Advice - AXA Australia

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Comments, Complaints and Compliments

We value your feedback

At AXA we are committed to the delivery of excellence by adhering to the highest customer service standards.

Whether you are providing feedback, paying a compliment or making a complaint, your input is the key to improving our products and services.

Providing your feedback to us

Your feedback helps us maintain a high standard of service and ensures that our products and services match your needs. If you would like to provide some feedback or make a suggestion about how we can improve our service, please let us know.

Paying a compliment

If you have received exceptional service from our staff we would like to hear from you. Our staff members appreciate receiving positive feedback from their customers.

Making a complaint

If you have encountered a problem with our service, or if you have any concerns about a procedure or compliance issue, we would like to hear from you. We will investigate the complaint, answer your questions and do everything we can to regain your confidence in us.

AXA has established a process for dealing with customer complaints that satisfies our obligations under the relevant legislation.

You can tell us about your concerns either by telephone, e-mail, fax or letter. We would prefer the complaint to be made in writing, by either letter, facsimile or e-mail, as this helps to reduce the risk of misinterpretation or misunderstanding from our end.

To help us assist you with your concerns, we ask that you:

gather all the supporting documents relevant to the complaint;
think about the questions you would like us to answer; and
tell us what you think would be a reasonable response to your complaint.

Once received, we will designate the relevant Complaint Resolution Officer or Senior Manager, who will:

gather information to investigate your complaint and identify the possible cause(s);
consider the most effective course of resolution;
communicate and discuss our findings with you and agree to a plan of action; and
if a resolution cannot be reached, refer you to the relevant external dispute resolution scheme.

Contact Us

You may contact us to provide feedback, pay a compliment or make a complaint, in any of the following ways.

By sending a letter to AXA Australia, Customer Service Centre, PO Box 14330, Melbourne City Mail Centre, Victoria, 8001.
By sending a fax to (03) 9287 4888
By sending an e-mail to client.inquiry@axa.com.au
By telephoning our customer service centre on 137 292.

We would like to assure you that at AXA all matters are dealt with seriously and in a confidential manner.

Dispute Resolution

We expect that our front line customer service staff and managers will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an External Dispute Resolution Scheme. These schemes may be able to assist you to resolve your complaint, but only after you have made use of our internal complaints handling process

AXA customers are able to refer their concerns to two External Dispute Resolution Schemes covering insurance, investments and superannuation.

The Financial industry Complaints Service Limited

The Financial Industry Complaints Service (FICS) is a company that has been set up to provide assistance to life insurance policy holders and clients of financial planners, licensed security dealers or fund managers.

The contact details for FICS are:

Financial Industry Complaints Service
PO Box 579,
Collins Street West Melbourne, Vic 8007
Phone toll free on: 1300 780 808
Fax: 03 9621 2291
Website: www.fics.asn.au

Superannuation Complaints Tribunal

The Superannuation Complaints Tribunal (SCT) is an independent tribunal set up by the Commonwealth Government to resolve most complaints in relation to Superannuation Funds.

The contact details for the SCT are:

Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne Vic 3001
Phone: 1300 884 114
Fax: 03 9248 5170
Website: www.sct.gov.au

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