Investment, Insurance, Superannuation
See below for frequently asked questions and tips for using this site.
You can access PDSs and forms on the Forms & brochures page. You can get there via the horizontal menu at the top of this page, or from the links on the individual product pages.
You can look up fund details and performance on the Performance & updates page. You can get there via the horizontal menu at the top of this page, or from the links on the individual product pages.
The site map can help you find the part of the website you’re looking for.
As a valued customer of OnePath, we want you to tell us if any of our products or services have not met your expectations. For any queries or complaints, please follow the three simple steps below for a quick and fair solution.
STEP 1: How to make a complaint, compliment or provide feedback
Our specialists will work closely with you to address your concerns quickly and amicably. We aim to resolve the majority of complaints within a maximum of 10 business days. In cases where your complaint will take longer to resolve, we will update you progressively.
Call us on:
133 665 for Investments and Superannuation products
133 667 for Life Insurance products (OneCare)
132 062 for General Insurance products and all other Life Insurance products
1800 500 229 for direct life insurance products
133 863 for customers of ANZ Investments, Insurance and Superannuation
+61 2 9234 8111 for International clients
Email us at: Yourfeedback@onepath.com.au
Lodge an online compliment, suggestion or complaint
Write to:
OnePath
GPO Box 5306
Sydney, NSW 2001
STEP 2: Customer Advocate
Our Response To You
If you are not satisfied with the resolution offered, you can have your complaint reviewed by our Consumer Advocate team, who provide a free, independent review to reach a resolution that is fair to you and to OnePath.
To contact Customer Advocate
Call us on (02) 9234 5521
Email your complaint to: customeradvocate@onepath.com.au
Write to:
Customer Advocate
OnePath
GPO Box 5306
Sydney NSW 2001
STEP 3: Further help options
If your concerns have not been resolved to your satisfaction, you can lodge a complaint with AFCA who provides fair and independent financial services complaint resolution that is free to consumers.
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. The AFCA contact details are:
Australian Financial Complaints Authority
Write to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Online: afca.gov.au
Phone: 1800 931 678
Email: Info@afca.gov.au
Cookies are small data files that allow a website to store information about someone that visits the site. That means the website can recognise you when you return, and remember information such as your name and email address.
Thousands of websites use cookies because they speed up the way you login and retrieve your information. They will not damage files on your PC.
The OnePath website is best viewed at a 1024 x 768 or larger screen resolution. Left click on your desktop, select settings and select the appropriate screen resolution.
This website supports the following browsers: PC and Mac platforms -Windows XP, 7, 8, 10; Mac OSX 10.12, with browsers (IE 9 and above; Safari 10; Firefox 53; Chrome 58).
To adjust your font size, click on to ’View‘ and ‘Text size’ in the menu at the top of the browser window, then use the font options available to resize your text.
To enable Javascript in your browser, follow the instructions available at http://support.microsoft.com/gp/howtoscript.
To enable Java Applets in your browser, follow the instructions available at http://www.java.com/en/download/help/enable_browser.xml.
Your web browser caches pages on your hard disk – meaning you automatically store copies of every page you visit on the internet.
The purpose of caching is to speed up the performance of the browser. Web pages that were recently visited are reloaded quickly since the old versions are already in memory.
The downside of caching is that once you've been to a lot of websites, the cache becomes full. This will slow down the performance of your browser.
Another side-effect of caching is that the browser may not display the current versions of web pages when you revisit them. In this case, you'll need to clear your cache.
To clear your cache in Internet Explorer, select the ‘Tools’ menu, then ‘Internet Options’. Click the ‘General’ tab, and then click the ‘Delete Files’ button. Once this is done, click OK.
This site has a lot of documents that are in a ‘pdf’ format. To view these documents you will need to download Adobe Acrobat Reader. Some of our micro-sites also require Flash plug-ins to see all the content. See below to access the downloads you might need for this site.
Links on this page are to third party software. It is your responsibility to ensure all downloads made from our site, and emails received in your system, are scanned for viruses. While OnePath regularly updates its virus protection software, we cannot ensure malicious virus attacks won't be made against our site.
Software
| File | Approx size |
|---|---|
|
37MB |
|
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16MB |
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2MB |
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Java software allows you to run applications called ‘applets’ that are written in the Java programming language. These applets allow you to use the calculators on this site. |
10M |
Please contact Customer Service on 1800 251 588 between 8:30am and 5:30pm, Monday to Friday (Sydney time). You will need to have your OnePath Internet User ID available when calling.
Choose from the list below to access product-specific Frequently Asked Questions.
My OnePath is a simple and secure online service that allows you to track and manage your OnePath portfolio online.
Register now to access your OnePath account online.
Email us at customer@onepath.com.au or call Customer Services on 133 665, weekdays between 8:30am and 6:30pm (AEST).
Account balances and most functions are available 24 hours a day, 7 days a week. However, there are times when some services and functions are unavailable.
For a full list of My OnePath hours of operation click here.
This may be because you have ‘Pop-Up Blockers’ turned on in your Internet Explorer. This would prevent My OnePath from opening. You need to turn off the Pop-Up Blocker, or configure it to accept OnePath’s web pages.
To turn off the Pop-Up Blocker:
1. open Internet Explorer and select 'Tools'
2. select 'Pop-up Blocker'
3. select 'Turn Off Pop-Up Blocker', then 'Close'
If you wish to allow certain website pop-up windows to be displayed, select 'Pop-Up Blocker Settings', type the address (or URL) of the site in 'Address of Web site to allow'.
For example, type in '*.onepath.com.au', click 'Add', then 'Close' (using the asterisk ensures that all Pop-up windows from the onepath.com.au domain are allowed).
If you wish to keep your Pop-Up Blocker turned on permanently, but you want to view certain pop-ups (e.g. My OnePath), hold down the ‘CTRL’ key while the new window opens.
The security of your online accounts is very important to OnePath. See our Internet security page for details.
Please contact Customer Service on 1800 251 588 between 8:30am and 5:30pm, Monday to Friday (Sydney time). You will need to have your OnePath Internet User ID available when calling.
Account access for customers lets you access your account information:
Account access for advisers lets you view your client's information:
EasyTransact: All OnePath employer superannuation clients have access to EasyTransact, OnePath’s time saving online superannuation servicing system. Using EasyTransact you can
Noise words, such as if and the, are ignored in searches.
Quotation marks may be used around phrases.
For example:
A search word can contain the wildcard characters * and ?. A ? in a word matches any single character, and a * matches any number of characters. The wildcard characters can be in any position in a word.
For example:
Use the AND connector in a search request to connect two expressions, both of which must be found in any document retrieved.
For example:
Use the OR connector in a search request to connect two expressions, at least one of which must be found in any document retrieved. For example, unit trust or financial planner would retrieve any document that contained unit trust, financial planner, or both.
Use NOT in front of any search expression to reverse its meaning. This allows you to exclude documents from a search.
For example:
An “All of the words” search request is where all of the words must be present for a document to be retrieved.
An “Any of the words” search request is any sequence of text, like a sentence or a question.
A “Boolean” search request consists of a group of words and/or phrases linked by connectors such as AND and OR that indicate the relationship between them.
For example:
Synonym searching finds synonyms of a word that you include in a search request.
For example:
To enable synonym searching, choose one of the search request options that includes “(with synonyms)”.
If you know the specific product you wish to search under, select it from the dropdown (e.g. OneAnswer Investment Portfolio).
If you know the suite of products you wish to search under or are unsure of which exact specific within the suite you are looking for, select the whole product suite from the dropdown (e.g. OneAnswer Suite).
Otherwise, you can leave “All products” as the option within the dropdown and the search engine will search for your criteria within all products.
If you know the exact type of publication you are looking for, you can select it from the dropdown. For example, if you wish to search for your keywords/products for the purposes of completing an application form select “Forms” from the dropdown.
If you want to see all publication types then leave “All categories” as the option within this dropdown.
If you are looking for a specific document type please select it from this dropdown. For example, if you are searching for a tool of some sort there is a good chance it is a Microsoft Excel Spreadsheet or if you are looking for a brochure it is bound to be an Adobe Acrobat document (PDF). If you want to see all document types then leave “All document types” as the option within this dropdown.
If you are searching for keywords that may appear anywhere within the complete document then leave “Full text” as the option within this dropdown. However, if you want to be sure that your keywords are an integral part of this document such as “insurance” being the actual subject of the document then there is a good chance it would appear in the document title, in this case select “Title only” from this dropdown.
Depending on your personal preference you can choose the amount of search results you would like to appear per page, select from 5, 10, 20, 50 or 100 items per page. “10 items per page” is the default.
Depending on your personal preference you can choose what order you would like the search results to be sorted by.
