Please be assured ASG treats all complaints seriously. We are committed to responding to your concerns impartially and in confidence, to our mutual satisfaction.

How to make a complaint

Online

Please complete all required fields in the Online complaint form

Phone

131 ASG (131 274) 

Mail

ASG Complaints
23-35 Hanover Street
Oakleigh VIC 3166
Australia

Please outline the details of your complaint, including your membership number (if applicable), preferred contact method and contact details.

How long will it take to get a response?

We make every effort to respond to your complaint as quickly and efficiently as possible. Depending on the nature of the complaint, we will respond within 21 business days.

ASG must respond to complaints relating to membership or products and services within 45 days.

What is the process?

ASG has an internal complaints resolution process to ensure concerns are resolved as effectively as possible and with minimum inconvenience to all parties.

Over the next 21 days, we review your complaint and may need to contact you if we need any clarification. This may be done by phone or email, depending on which option you elected. Once we have completed the review we will contact you again, if required.

What if you are not happy with the outcome?

If we are unable to resolve your complaint to your satisfaction you may also be able to take your concerns to the external dispute resolution body, the Australian Financial Complaints Authority (AFCA). 

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

You can contact AFCA on 1800 931 678 (free call), or online at info@afca.org.au, or by writing to Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001. More information on AFCA and their dispute resolution processes can be accessed on their website www.afca.org.au.

Complaints about privacy

If your complaint is about privacy and you are not satisfied with the outcome you may to take your concerns to the Office of the Australian Information Commissioner.  You can contact them on 1300 363 992 or online at enquiries@oaic.gov.au or by writing to them at GPO Box 5218, Sydney NSW 2001.  

More information on the Commissioner and the privacy dispute resolution process can be accessed on their website www.oaic.gov.au.