- Call AustralianSuper to discuss the complaint. If it cannot be resolved then...
- Write to
Complaints Officer
AustralianSuper
Level 33
50 Lonsdale Street
Melbourne VIC 3000
- AustralianSuper has 90 days to satisfactorily resolve your complaint.
If you are not satisfied with our internal complaints resolution procedures (or your complaint is not resolved within 90 days), you may contact one of the external complaints bodies, depending on the type of complaint, as follows:
Complaints about a decision of the trustee
If your complaint relates to a decision of the trustee, you may be able to take your complaint to the Superannuation Complaints Tribunal (SCT). The SCT may also consider certain decisions by insurers relating to benefits payable from the fund.
The SCT is an independent body set up by the Federal Government to review trustee decisions relating to members (as opposed to trustee decisions relating to the management of the fund as a whole). The SCT may be able to assist you to resolve your complaint about a decision of the trustee, but will only become involved after you have made use of the trustee’s internal complaints resolution procedures (see above).
To find out whether the SCT can handle your complaint and the type of information you need to provide, you can contact them as follows:
Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne Vic 3001
Phone: 1300 780 808
Web: www.sct.gov.au
Other complaints about the trustee
If your complaint is outside the jurisdiction of the SCT (for example, because it relates to advice given on a non-superannuation product by the trustee or its representatives), you may have the right to take your complaint (if it has not been resolved within 45 days or 90 if the fund promptly advises you that it needs 90 days and you agree to this extension of time) to the Financial Ombudsman Service (FOS).
The following are the contact details for FOS:
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Ph: 1300 780 808
Web: www.fos.org.au
You should, however, follow our internal complaints resolution procedures (see above) before making a complaint to FOS.