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At Avant we strive to provide outstanding products and services to our members but we understand there may be instances when you are not happy with the service we provide.

We value your feedback and will address any complaint you have in a professional and timely manner. The below highlights how we will do this and what you can expect from Avant during this process.


Complaints

If you have any complaints about the products or services provided to you by Avant, then you should contact us immediately. Our Customer Service team should be able to resolve the issues you raise satisfactorily.




However, if the matter has not been resolved to your satisfaction, you may, under our Internal Dispute Resolution (IDR) Scheme, lodge a complaint with us at:

The Complaints Officer
Avant Mutual Group Limited
PO Box 746
QUEEN VICTORIA BUILDING NSW 1230

Email: complaints@avant.org.au

Telephone: (02) 9260 9000

Freecall: 1800 128 268


How long does it take?

Avant will promptly provide an acknowledgement of Complaint for each Complaint received within the required timeframe (within 24 hours of the Complaint being received or as soon as practically possible). Avant will endeavour to resolve all complaints within 30 days.


Then what happens?

Find out more about how we resolve complaints please refer to the Avant Complaint Management Policy.


What if I'm not satisfied?

If your complaint is not satisfactorily resolved or answered by our Internal Dispute Resolution Scheme you may refer the matter to the Australian Financial Complaints Authority (AFCA):

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001


What if my complaint relates to the Avant Retirement Reward Plan?

A Review Committee has been formed to provide a formal dispute resolution process.

You can contact Avant Member Services Monday to Friday 8am to 7pm AEST on 1800 128 268 for information about the review process.

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