Contact Us

General Enquiries

For general inquiries, subscription information, feedback or complaints, please contact us via

Email:
help.au@morningstar.com 

Telephone:
1800 03 44 55 (Australia)
0800 888 363 (New Zealand)
+61 2 9276 4455 (calling from overseas)

Fax:
+61 2 9475 4196

Post:
Locked Bag 25
Royal Exchange NSW 1225

We are located at:

Morningstar Australasia Pty Limited
Level 3,
International Tower 1,
100 Barangaroo Avenue,
Barangaroo, NSW 2000

Contact Media Relations

For media requests, please email newsroomau@morningstar.com

Technical Support

Please contact our IT team with any technical issues at help.au@morningstar.com
If you encounter a bug or script error please copy and paste the error message into an email and provide us with as much information as possible so that we can duplicate the problem.

Do you have a question for our analysts?

Do you have a question for our equity, fund, or ETF analysts? We would love to hear from you! We encourage you to send questions and feedback to analyst.au@morningstar.com. We'll review all inquiries and ensure that we respond to as many of them as possible.

Complaints & Feedback

At Morningstar we believe in putting our client’s interests first, we value your feedback, including where you may be dissatisfied with our products, service, staff, or even our complaints handling process. This complaints guide is here to assist you in sharing your feedback and complaints with us. You will find information on how to make a complaint and guidance on what to expect from us and how long we will take to address your complaint, including information on where to take your complaint further if you are unsatisfied with our response.

Morningstar is committed to ensuring your complaint is treated seriously and dealt with promptly, fairly and consistently in line with our Complaints Management Principles. You can read more about our Complaints Management Principles in our Complaints Handling Policy.

Feedback and complaints can be made to us by:

Email:
help.au@morningstar.com

Telephone:
1800 03 44 55 (Australia)
0800 888 363 (New Zealand)
+61 2 9276 4455 (calling from overseas)

Where you are unable to make a complaint yourself, we are happy to accept complaints made on your behalf through a representative. Simply have your representative confirm they are making a complaint on your behalf and we will correspond with your representative regarding your complaint.

 

How will Morningstar take care of your complaint?

Upon receiving your complaint, we will

  • Provide you with a response acknowledging we have received your complaint and are working on it, within 1 business day of receipt;
  • Provide you an overview of Morningstar’s internal complaints process, which will include letting you know that Morningstar will investigate the complaint and provide an outcome within 30 days. And, if we are unable to meet the promised timeframe, you will be informed of the reason for the delay and where to take your complaint further if you are not satisfied with the outcome;
  • In some instances, propose next steps, which may include agreeing on a response or action turnaround time.

 

We will record your complaint, investigate and provide you with a resolution within the required resolution timeframe, outlined below.

  • We will make every effort to resolve your complaint promptly and fairly within 20 days of receipt of the complaint;
  • In any event, we will finalise our response no later than 30 days after receipt of the complaint.

 

What if Morningstar is unable to satisfactorily address the complaint?

For Australian based Complaints:

You may refer the matter to the Australian external dispute resolution scheme, if you are:

  • Still not satisfied, or
  • 30 days have elapsed since the complaint was given to Morningstar.

 

The Australian Financial Complaints Authority (AFCA) is the external dispute resolution scheme in Australia, authorised to deal with complaints in relation to investment advice. AFCA’s services are free to complainants and the operation is financed by contributions made by its members, including Morningstar.

 

AFCA’s contact details:

GPO Box 3
Melbourne VIC 3001

Tel: 1800 931 678

Email: info@afca.org.au

Web: www.afca.org.au

 

For New Zealand based Complaints:

You may refer the matter to the New Zealand external dispute resolution scheme, if you are:

  • Unable to resolve your complaint with Morningstar, or
  • 30 days have elapsed since the complaint was given to Morningstar, or
  • You were instructed by Morningstar to take your complaint to the external dispute resolution scheme.

Financial Services Complaints Limited (FSCL) is the external dispute resolution scheme in New Zealand, authorised to deal with complaints in relation to investment advice. FSCL’s services are free to consumers and the operation is financed by contributions made by members.

 

FSCL’s contact details:

PO Box 5967
Lambton Quay
Wellington NZ 6140

Phone: 0800 347 257

Email: info@fscl.org.nz

Website: www.fscl.org.nz