Resources

State Street Global Advisors (SSGA) Complaints Management


SSGA Australia Services Limited (‘SSGA ASL’)(AFSL No. 274 900), the Responsible Entity for the State Street Australia Investment Funds, is committed to customer satisfaction and genuinely wants to hear from you, our customers. We value your feedback as it allow us to improve our products and services. 

How we Deal with Complaints

SSGA ASL aims to acknowledge your complaint, investigate the issue(s), resolve and respond as quickly as we can. Complaints may be received orally or in writing.

Complaints are usually acknowledged within 24 hours of receipt, and a written response provided within 14 business days. However, some cases may be complex and take longer to resolve. Where necessary, you will be kept informed of the progress of your complaint. In any event, SSGA ASL will provide you with a final response within 30 days of receiving your complaint.

Making a Complaint

You can make a complaint in any of the following ways:

Mail: Compliance Manager, State Street Global Advisors, Australia Services Limited, Level 15, 420 George Street, Sydney NSW 2000
Email: managedfundquery@ssga.com
Phone: 1300 382 689

For SPDR ETF complaints, please contact the Responsible Entity through the Registrar at:

Mail: Link Market Services Limited, 1a Homebush Bay Dr, RHODES NSW 2138
Email: complaints@linkmarketservices.com.au
Phone: 1300 665 385

Accessibility Requirements

We are committed to making our complaints handling process accessible and user friendly for all of our customers.

If you have a vision impairment or have mobility issues using smart devices, you can get in touch with our friendly Client Services team on 1300 382 689.

If you are deaf and/or find it hard hearing or speaking with people who use a phone, you can contact us via the National Relay Service (NRS)

If you are non-english speaking, the Translating and Interpreting Service (TIS National) is an interpreting service for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients.  

External Dispute Resolution

If you are dissatisfied with how we have handled your complaint, you may contact Australian Financial Complaints Authority (AFCA), an independent body approved by ASIC to consider the merits of retail complaints, as follows:

Mail: Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne VIC 3001
Email: info@afca.org.au
Phone: 1800 931 678