The AMP Customer Advocate
The AMP Customer Advocate
The AMP Customer Advocate is here to help you.
If you’re not satisfied with how we have resolved your complaint, you can contact the AMP Customer Advocate for assistance.
What does the AMP Customer Advocate do?
The AMP Customer Advocate will help you by reviewing your complaint to ensure the outcome is fair and reasonable.
The AMP Customer Advocate is also responsible for ensuring our complaint-handling processes are accessible, robust and transparent, gaining a deeper understanding of customer perspectives and working to improve how we help our customers.
If you’re not satisfied with how we have resolved your complaint, you can ask the AMP Customer Advocate to undertake a review to ensure the outcome is fair and reasonable.
You will not be disadvantaged in any way if you ask the AMP Customer Advocate to review your complaint, and AMP will honour the outcome of the review.
How do I contact the AMP Customer Advocate?
When you make contact, you’ll need to provide your contact details, information regarding your complaint and your complaint reference number (if you have one).
You can contact the AMP Customer Advocate via:
- Email: customeradvocate@amp.com.au
- Post: AMP Customer Advocate, Level 6, 33 Alfred St, Sydney NSW 2000
The AMP Customer Advocate will acknowledge receipt of your request for a review within one business day of receiving it and the review will be completed within 45 days. If it will be longer, we will let you know.
If you haven’t first spoken to AMP’s internal dispute resolution teams, the AMP Customer Advocate will refer your complaint to the relevant area.
If you’re experiencing financial difficulties, please refer to our info page for information about who to call, as you may be able to seek assistance by claiming financial hardship.
Resolution options outside of AMP
If you do contact the AMP Customer Advocate and are not satisfied with the outcome of their review of your complaint, you can contact the Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution body which provides fair and independent financial services complaint resolution that is free to consumers. Their contact details are:
Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001, Australia
Ph: 1800 931 678
Email: info@afca.org.au
Online: afca.org.au
There may be a time limit for referring your complaint to AFCA. You should contact them or visit their website for more details.
If you are not satisfied with the outcome of your complaint that you have received from AMP, you do not need to contact the AMP Customer Advocate before contacting AFCA or taking other action. However, we’d like the opportunity to help you, which is why we’ve appointed the AMP Customer Advocate.
Frequently asked questions
Yes. Their role is to help make things easier for you if you are not satisfied with how we have resolved your complaint.
Your first point of call however will be AMP’s internal dispute resolution teams. If you haven’t spoken to them first, the AMP Customer Advocate will refer your complaint to the relevant area.
All Australian individual and small business retail customers of AMP can contact the AMP Customer Advocate for help.
In some situations, the AMP Customer Advocate will not be able to review your complaint. If this occurs, you will be contacted promptly and notified of the reasons.
Examples where you mightn’t be able to seek assistance include:
- You’re not an Australian individual or small business retail customer of AMP.
- The product or service you have a complaint about isn’t provided by AMP.
- You’ve already contacted an external dispute resolution body and they’re reviewing your complaint, or have already reached an outcome.
- You’ve started legal proceedings in relation to your complaint, or a legal outcome has already been determined.
- There is a conflict of interest for the AMP Customer Advocate, such as having a personal relationship with you.
