Asteron Life Privacy Complaints Handling

If you have a complaint about how we collect, hold, use or disclose your personal information or a privacy related issue such as refusal to provide access or correction, please use our complaints process so that we can help. It is important to follow the complaint handling process in order to resolve your complaint effectively and efficiently.
 

Step 1.  Let us know

If you would like to make a complaint, please let us know by contacting the relevant department as they may be able to resolve the complaint for you.  If not, the staff member will refer you to a Manager or their delegate and they will attempt to resolve the complaint.  A response is usually provided to you within 5 business days.  You can contact us by using the relevant Complaints contact in the Privacy Contact Information table below. 
 

Step 2.  Review by our Internal Dispute Resolution (IDR) Team

If you are not satisfied with the outcome of the business review you can request the complaint be referred to the IDR Team for review or you can contact them directly.  Should additional information be required from you, we will contact you to discuss. The IDR Team will usually contact you with a decision within 25 business days of receiving your complaint.  You can contact the IDR Team by using the relevant contact in the Privacy Contact Information table below.
 

Step 3.  Seek review by an external service

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of an External Dispute Resolution Scheme. There are two schemes available:

 

Office of the Australian Information Commissioner (OAIC)
Complaints must be made in writing

  • 1300 363 992

  • Director of Compliance
    Office of the Australian
    Information Commissioner
    GPO Box 5218
    Sydney NSW 2001

  • www.oaic.gov.au

Financial Ombudsman Service (FOS)
FOS is available to those individuals who come within their terms of reference. FOS will advise you if they can assist you.

  • 1300 780 808

  • Financial Ombudsman Service
    GPO Box 3
    Melbourne VIC 3001

  • www.fos.org.au

 

Privacy Contact Information

Business Name/Brand Name

Products/Division

Complaints

IDR
(Internal Dispute Resolution)

Asteron Life
Superannuation

Optimum

Connelly Temple

Partnership

Workforce

Ph: 1800 819 499

Email: super@asteronlife.com.au

Postal:

Super & Investments Customer Service

GPO Box 1576

Sydney NSW 2001

Ph: 1800 819 499

Email: super@asteronlife.com.au

Postal:

Super & Investments Customer Service

GPO Box 1576

Sydney NSW 2001

 

Asteron Life – Life Insurance

Life

TPD

Income Protection

Business Expenses

Trauma

Recovery

Defence Health Life

AsteronLife Plus

Ph: 1800 221 727  / 02 8275 3999

Email: life_customerservice@asteronlife.com.au

Postal:

Life Customer Service

Asteron Life

GPO Box 68

Sydney NSW 2001

Ph: 1800 221 727  / 02 8275 3999

Email: life_customerservice@asteronlife.com.au

Postal:

Manager, Life Customer Service

Asteron Life

GPO Box 68

Sydney NSW 2001

Asteron Life™ is committed to providing customers with long term financial security. We provide life insurance products including Income Protection Covers, Trauma Cover, Total & Permanent Disablement (TPD) Cover, Life Cover and Business Expenses Cover. To obtain a copy of our privacy statement, please contact us on 1800 221 727 or visit the following website www.asteronlife.com.au/privacy to view or download the policy.

Suncorp supports and adheres to the Life Insurance Code of Practice (Code). The Code has been developed voluntarily by the Life Insurance industry through the Financial Services Council to promote high standards of service to consumers, provide a benchmark of consistency within the industry, and establish a framework for professional behaviour and responsibilities. Download the Code here. For more information contact the Financial Services Council on (02) 9299 3022 (local call cost), email info@fsc.org.au or visit www.fsc.org.au