The AMP Customer Advocate

The AMP Customer Advocate is here to help you – to make sure we hear you, understand you and treat you fairly.

The AMP Customer Advocate brings an impartial view to customer complaints to make sure you receive an outcome that is fair and reasonable in the circumstances.

All Australian individual and small business retail customers of AMP can contact the AMP Customer Advocate for help If they are not satisfied with the complaint outcome AMP has given.

What if I am not happy with my complaint outcome?

The AMP Customer Advocate operates separately from other AMP business areas and is here to listen to, understand and help our customers.

If you’re not satisfied with your complaint outcome, you can take your complaint to the:

  • AMP Customer Advocate
  • Australian Financial Complaints Authority (AFCA).

Both provide a free and fair review of your complaint.

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.

If you do contact the AMP Customer Advocate and are not satisfied with the outcome of the review of your complaint, you still have the option to contact AFCA (see below).
 

What does the AMP Customer Advocate do?

If you ask the AMP Customer Advocate to undertake an impartial review, the AMP Customer Advocate will review your complaint looking at:

  • your overall relationship, experience and history with us
  • the way in which we handled the complaint
  • the merits of the outcome of the complaint
  • what would be a fair and reasonable outcome in the circumstances.

We will acknowledge your complaint by email but we may also call, to let you know we’ve received your complaint and how we’ll work to resolve it.

You’ll have a dedicated person to oversee and investigate your concern, and you’ll be given their name and contact details. This person will update you regularly.

During the investigation process, we may need information from third parties. We’ll ask for your permission to access the information we need.

Our aim is to resolve your concern as quickly as possible, however if there is a delay, we will let you know:

  • the reasons for the delay
  • the date by which you can reasonably expect to hear the outcome of our investigation
  • how we will update you on the progress of the complaint
  • the contact details of the Australian Financial Complaints Authority (AFCA).

By operating separately from our day to day businesses, all decisions of the AMP Customer Advocate are impartial. They are also final and binding on AMP. You can still take your complaint to AFCA if you are not happy with the outcome.

You will not be disadvantaged in any way if you ask the AMP Customer Advocate to review your complaint, and we will honour the outcome of the review.

The AMP Customer Advocate works across the whole of our business to make sure that our customer complaint processes are accessible, robust and transparent, and that the outcomes for our customers are fair and reasonable.
 

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:

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.

Situations where the AMP Customer Advocate may not review complaints

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 might not 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.
     

Australian Financial Complaints Authority (AFCA)

If you do contact the AMP Customer Advocate and are not satisfied with the outcome of the review of your complaint, you have the option to contact AFCA. AFCA is an external dispute resolution body which provides fair and independent financial services complaint resolution that is free to consumers. You can also take your complaint to AFCA without first having the AMP Customer Advocate review your complaint.

AFCA’s 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, usually two years from when you receive your complaint outcome from AMP. You should contact them or visit their website for more details.