Complaints handling procedures
Most enquiries can be resolved quickly by simply talking with
us. You can call us on 1800 624 100 between 8.30 am and 6
pm (Sydney time), Monday to Friday, so we can help.
If your enquiry is not resolved to your satisfaction, you may
lodge a complaint by talking with us. Alternatively, you may
lodge your complaint in writing by sending your complaint to:
PO Box 234
PARRAMAT TA NSW 2124
Or via email to:
Please mark your letter ‘Notice of Complaint’
When you make a complaint we will:
acknowledge your complaint
give you a reference number and contact details so that
you can follow up if you want to
make sure we understand the issues and investigate the
cause of your concern
do everything we can to ﬁx the problem
respond to you as quickly as possible
keep you informed of our progress if the matter can’t be
keep a record of your complaint.
Australian Financial Complaints Authority (AFCA)
If you’re not satisﬁed with our handling of your complaint or
our decision, you may refer your complaint to the Australian
Financial Complaints Authority (AFCA). AFCA offers a free
independent dispute resolution service for consumer and
small business complaints.
You can contact AFCA on 1800 931 678 between 9 am
and 5 pm (Sydney time), Monday to Friday from anywhere in
Australia, online at www.afca.org.au, or by writing to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Anti-Money Laundering and
Counter-Terrorism Financing laws
& Sanctions laws
We are required to comply with these laws, including the
need to establish your identity (and, if relevant, the identity of
other persons associated with your account). Instructions for
completing the identiﬁcation process are included with the
Application Form in this PDS.
Additionally, from time to time, we may require additional
information to assist with this process. We may be required
to report information about you to the relevant authorities.
We may not be able to tell you when this occurs.
We may not be able to transact with you or other persons.
Thismay include delaying, blocking, freezing or refusing
to process a transaction or ceasing to provide you with a
product or service. This may impact on your investment and
could result in a loss of income and principal invested.
Identication and Verication form
All clients applying for a new Bond must complete the
identiﬁcation procedures for the purposes of Anti-Money
Laundering and Counter-Terrorism Financing laws.
We have included the Individuals and Sole Traders
Identiﬁcation and Veriﬁcation form within the Application
Form. If you are making an Application for a non-individual
(for example, a company or trust) you will be required to
complete different forms to establish your identity, which can
be obtained from our forms library at commbank.com.au/igb
or by calling us on 1800 624 100. Advisers can also access
these forms through the CommInsure adviser’s website.
A list of the parties who can certify copies of the documents
is set out in the Application Form. To be correctly certiﬁed we
need the ID documents to be clearly noted ‘True and correct
copy of the original document’. The party certifying the ID
documents will also need to print their name, state what
position they hold and sign and date the certiﬁed documents.
If this certiﬁcation does not appear, you may be asked to send
in new certiﬁed documents.
If you’ve given us your electronic contact details, we may
use these details to provide information to you electronically,
for example, sending reminders via SMS or email. You may
also receive information on AIA Group products and services
If you prefer to receive paper forms of communication from
us and want to opt out of electronic forms of communication,
you can tell us by calling 1800 624 100 between 8.30 am and
6 pm (Sydney time), Monday to Friday.
Privacy of your personal information
In this section, ‘we’, ‘our’ and ‘us’ means The Colonial Mutual
Life Assurance Society Limited.
CMLA has entered into a Joint Cooperation Agreement with
AIA Australia Limited (AIA) and Commonwealth Bank of
Australia (CBA) for the joint operation of the CMLA and AIA
businesses. As part of operationalising the Joint Cooperation
Agreement, CMLA has adopted the AIA Australia Group
about how we, and the AIA Australia Group, handle personal
information. More information can be found in the full version
at aia.com.au/privacy. The AIA Australia Group comprises
CMLA, CMLA Services Pty Ltd ABN 88 622 557 251,
Jacques Martin Pty Ltd ABN 55 006 100 830 and Jacques
Martin Administration and Consulting Pty Ltd ABN 24 006
787 748 AFSL 235037 as well as AIA, AIA Financial Services
Limited ABN 68 008 540 252 AFSL 231109 and their related
The information we collect about you as a customer includes
information such as your identity and contact details, other
personal details such as age, gender and ﬁnancial information.
We will not be able to administer this product for you without
31Investment Growth Bond