How do I lodge a complaint?
1. Call AustralianSuper weekdays 8am-8pm (EST) to discuss your complaint.
2. If you’d prefer not to discuss the complaint with your representative, or your concern is not satisfactorily resolved, please direct your complaint to:
Mail Complaints Officer
AustralianSuper
33/50 Lonsdale Street
MELBOURNE VIC 3000
The Complaints Officer will ensure that your complaint is investigated as appropriate. You will be provided with a written response.
3. If you do not receive a response to your complaint within 90 days or are not satisfied with the response provided after going through AustralianSuper’s internal complaints process, you may be eligible to take your complaint to the Superannuation Complaints Tribunal (SCT):
Mail Locked Mail Bag 3060
MELBOURNE VIC 3001
Call 1300 884 114
This is a free service to you. If your complaint is outside the jurisdiction of the SCT, you may have the right to take your complaint to the Financial Ombudsman Service (FOS):
Mail GPO Box 3
MELBOURNE VIC 3001
Call 1300 780 808
This is a free service to you. You may be eligible to take your complaint to FOS if you do not receive a response to your complaint within 45 days or are not satisfied with the response provided after going through AustralianSuper’s internal complaints process.