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Complaints Management Policy

The Society is committed to handling complaints fairly, effectively and efficiently. We will ensure that all complaints are acknowledged, thoroughly assessed and investigated, and provide a written response where required. We endeavour to provide you a response no later than 30 days after receiving the complaint. The Society can provide options to assist customers who might need additional assistance to lodge a complaint depending on their personal circumstances and/or vulnerability.

If you have any questions, concerns or complaints about your investment or our services, please contact the Society on 1300 092 424 between 10am and 4pm AEST Monday to Friday, or writing to:

The Australian Friendly Society 
PO Box 480
BENDIGO VIC 3552.
Email: [email protected]


We are a member of the Australian Financial Complaints Authority (“AFCA”). If you are not satisfied with the outcome of your complaint, you can have your complaint reviewed by AFCA:

Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678
Fax: 03 9613 6399
Mail: Australian Financial Complaints Authority
GPO Box 3
MELBOURNE VIC 3001

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.