Russell Investments Master Trust Customer Service Charter

The Russell Investments Master Trust Customer Service Charter outlines:

  • the standard of service you can expect from us, with a focus on reliability and timeliness,
  • the principles and behaviours that help to guide us along the way and
  • our commitment to continuous improvement to better meet your needs.

What our customers can expect when interacting with us:

safe

We will protect your privacy and information using strict security measures to keep your super safe and secure. 

two people

We always aim to respond to you in a timely manner when you contact us through one of our service and support channels. Complex issues may take longer to resolve, and we will keep you informed throughout the process.

medal

It’s our goal to support and guide you at each step of your journey with us.

uptrend

We continue to improve our services, products, and offerings. We will ask for your input to identify areas for improvement and implement changes that benefit our members.

improve

We are committed to bringing benefits, services and opportunities, as showcased by capabilities such as GoalTracker, to enhance and add value to the retirement outcomes of members.

select

We aim to make simple and fit for purpose products and investments aimed at securing members’ financial outcomes.

Your engagement matters. How to connect with us:

  • Please engage with us openly, and respectfully and professionally, providing feedback and communicating your needs, so we can serve you better.
  • Make sure to let us know the specific details regarding your needs, preferences and/or requirements, so we can provide solutions that address your concerns.
  • Help us to manage your privacy and security by identifying yourself in response to our requirements. 

Quicklinks

Privacy policy

Complaints Charter

Complaints Policy

Insurance Support – Making a claim

Get in touch

You can contact us by phone or by visiting us online.

P: 1800 555 667 (Monday to Friday, 8.30am to 5.30pm)

E: iq@russellinvestments.com.au

 

Russell Investments' ownership is composed of a majority stake held by funds managed by TA Associates Management, L.P., with a significant minority stake held by funds managed by Reverence Capital Partners, L.P. Certain of Russell Investments' employees and Hamilton Lane Advisors, LLC also hold minority, non-controlling, ownership stakes.

© Russell Investments Group, LLC. 1995-2026. All rights reserved. This material is proprietary and may not be reproduced, transferred, or distributed in any form without prior written permission from Russell Investments. It is delivered on an "as is" basis without warranty.