Managing the impacts of COVID-19
As the Coronavirus (COVID-19) situation evolves, we continue to follow the official Australian Government advice to prioritise the safety, health and welfare of our people, our clients and others with whom we interact.
With many of our people now working from home, whilst not intended, you may experience a short delay in us responding to you. In addition, our Adelaide reception and safe deposit facility will be closed until further notice.
- If you have a general enquiry please call 1800 882 218.
- If you have a safe deposit enquiry please call 08 8127 1663.
Please be assured we remain committed to delivering what matters to our clients and business partners during this difficult time and have the people, technology and systems in place to support you.
Philanthropic Services Team
Ben Clark
Head of Philanthropy and Social Investment
Melbourne office
Linda Jones
Independent Member, AET Discretionary Grants Committee and Giving Connect Facilitator
Adelaide office
Charlene Yum
Senior Trust Officer – Philanthropy and Social Investment
Melbourne office
If you have a complaint about an AET product or service (or wish to obtain further information about the status of an existing complaint), please contact us on:
Free call: 1800 254 180
By writing:
Manager, Customer Care
Australian Executor Trustees Limited
GPO Box 546
Adelaide SA 5001
Our aim is to resolve your complaint as quickly as possible (within 28 business days). During this time, we will update you on the progress of your complaint. If it takes longer than 28 business days to resolve your complaint, we’ll contact you and keep you updated.
We are required by law to respond to superannuation related complaints within 90 days, and non-superannuation related complaints within 45 days.
If an issue has not been resolved to your satisfaction, or if you have not received a response from us within the above timeframes you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.
