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Complaints & external dispute resolution


Should you have any cause for complaint about our services, please raise the matter in the first instance with your Willis Towers Watson advocate. Alternatively, you may contact our Complaints Officer on 02 9285 4000 or send an email to ComplianceQueries.au@willistowerswatson.com.

We will acknowledge your complaint within one business day of receipt and advise you who the prime contact for handling your complaint is.

We aim to resolve complaints within 30 days of receipt but if your complaint is complex and may take more than 30 days to resolve, we will keep you informed on the progress and when we expect to provide our final response.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

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