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  5. Complaints

complaints

When you have a concern, we listen. So if you're not satisfied with our products or services, we have a complaint resolution process to address your concerns fairly and efficiently.

how to make a complaint


At HESTA, we’re here for you. In good times or bad. That’s why we view feedback and complaints as an opportunity to listen. When we listen, we learn. When we learn, we get better.

 

 

Submit online

Send us your complaint using the online form at any time.
 

Submit a complaint

 

 

OR

 

 

Give us a call

Call us on: 1800 813 327

We’re available Monday – Friday, 8am – 8pm AET.

 

Complaints process

To make sure we listen (and respond appropriately), all complaints are recorded and assessed as part of our Complaints policy (pdf).

We’ll investigate and keep you informed about the progress of your complaint.

It’s a legislative requirement for us to resolve your complaint within 45 days of receiving it (90 days for death distribution matters) – but our aim is to address your concerns as soon as possible. That’s just our way of making sure we’re doing things fairly and consistently.

 

Not satisfied with our response to your complaint?

If you're not satisfied with our response to your complaint, you may be eligible to take your complaint to the Australian Financial Complaints Authority (AFCA). 

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

 

 

submit your complaint

 

Complete the form below with as much detail as possible - this will help us speed up the process and respond to your complaint.

We’ll investigate your complaint and keep you informed about the progress of our investigation.