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Complaints

What should you do if you have a complaint?

If you have any complaints about the services provided by iSelect Life or about personal information held you should take the following steps:

  1. Contact iSelect Life and tell us about your complaint.
  2. If your complaint is not satisfactorily resolved within three days, please contact the Charter office on 137 292 or put your complaint in writing and send it to:

    Charter Financial Planning
    Attention: Compliance and Advisory Services
    Level 3, 447 Collins Street
    Melbourne, Vic, 3000

    Charter will try to resolve your complaint quickly and fairly.
  3. If your complaint has still not been resolved to your satisfaction you may escalate your complaint to one of the External Complaints Schemes listed in the table, or which Charter is a member.

Type of complaint

External complaints service

Financial advice, investments, superannuation or insurance matters

Financial Industry Complaints Service (FICS) on 1800 335 405

Superannuation matters

FICS (as above) or the Superannuation Complaints Tribunal on 1300 780 808.

General Insurance advice

Insurance Ombudsman Service on 1300 780 808

Personal Information

The Privacy Commissioner on 1300 363 992

The Australian Securities and Investments Commission (ASIC) may be contacted on their freecall infoline on 1300 300 630 to find out which body may be best to assist you to settle your complaint.
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