FAQ

Online

Please complete all required fields in the Futurity Dispute Form

Please note complaints submitted via this online form will be directed through the Futurity Complaints channel.

Phone

131 ASG(131 274)

Mail

ASG Complaints, Level 15, 333 Collins Street, Melbourne, Australia

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

We aim to resolve all complaints as quickly as possible. If we are unable to address your complaint immediately, we’ll get back to you with an initial response within 5 business days.



Some complaints require more investigation. If this happens with your complaint, we’ll provide a written response within 30 days of receiving your complaint. We’ll also keep you informed of our progress.



If your complaint can’t be resolved within that time frame, we will explain why.

We have 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.

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.

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



Email

customercare@asg.com.au

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

Phone

09 366 7670

We aim to resolve all complaints as quickly as possible. If we are unable to address your complaint immediately, we’ll get back to you with an initial response within 5 business days.



Some complaints require more investigation. If this happens with your complaint, we’ll provide a written response within 30 days of receiving your complaint. We’ll also keep you informed of our progress.



If your complaint can’t be resolved within that time frame, we will explain why.

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.

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 Financial Dispute Resolution Service (FDRS).

FDRS provides assistance to consumers in resolving disputes with their financial service provider.

land), or by writing to the Financial Dispute Resolution Service, Freepost 231075 PO Box 2272, Wellington 6145, or online at www.fdr.org.nz.