Complaints and disputes
We are committed to efficient, and fair treatment of our customers, particularly if something goes wrong. We welcome your feedback, and want to know straight away if we haven't met your expectations, you suspect an error, you have concerns about your products or services or we can improve our service to you in any way.
Make a complaint or provide feedback
Your first point of contact for raising complaints and feedback is our customer complaints team. They will attempt to address your concerns and resolve your dispute.
You can email us
customer.complaints.au@ing.com
You can call us
We're here 24/7 on 133 464 or if you're overseas please see the toll-free numbers on the ing.com.au/contactus page.
Or write to us
ING - Complaints Resolution
GPO Box 4094
Sydney NSW 2001
Complaints relating to Living Super
Should you have a complaint relating to Living Super, you can lodge your complaint in the following ways:
You can email Living Super: livingsupercomplaints@onesuper.com.au
You can write to Living Super: Reply Paid 93910, Melbourne VIC 3001
You can call: 133 464
Living Super complaints are handled by an external team appointed by Diversa Trustees Limited.
Living Super (Fund) is a sub plan of OneSuper ABN 43 905 581 638. Diversa Trustees Limited ABN 49 006 421 638, AFSL 235153 (Diversa) is the issuer of Living Super and the trustee of OneSuper. Diversa has overall responsibility for responding to Living Super complaints.
For further details on complaints relating to Living Super a Sub-Plan of Onesuper and the Diversa Complaints Policy, please refer to https://diversa.com.au/complaints/.
Seeking additional help
In the event that your complaint can't be resolved directly with ING, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Australian Financial Complaints Authority
Ph: 1800 931 678 (free call)
Online: www.afca.org.au
Email: info@afca.org.au
Post:
Australian Financial
Complaints Authority
GPO Box 3
Melbourne VIC 3001
Customer advocacy at ING
At ING, we want your experience with us to be positive – and that means addressing any issues you may have quickly and effectively. With this in mind, ING has appointed a Customer Advocate to oversee and improve the complaints resolution process, making sure customers get a fair investigation and response.
Our Customer advocacy charter can be found at:
https://www.ing.com.au/pdf/customer_advocate_charter.pdf
Contact our Customer Advocate
Email: customer.advocate@ing.com.au
ING's Complaints Policy
You can find more information on our process and response timeframes in our ING's complaints policy.
ING's Complaints Policy in other languages:
Arabic - ING سياسة الشكاوى
لدى شركة
Simplified Chinese - ING 投诉政策
Traditional Chinese - ING 投訴政策
Vietnamese - Chính sách
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