How to make a complaint - further information

What you need to tell us

Make sure you include the following details:

• Your name and membership number
• “Complaint” in subject line (if a letter instead of the complaints form is used)
• A detailed description of what you believe has gone wrong
• Relevant documents that may support your complaint
• A description of what you would like the Trustee to do to fix the problem.

How long will it take to resolve your complaint?

While we would like to resolve all complaints immediately, the fact is that some problems will require more in-depth investigation. By law, the Trustee is required to try and resolve complaints within 90 days. So if we can’t resolve your complaint immediately, we will acknowledge receipt of your complaint within 3 working days so you know that we are working on the problem.

What outcome can you expect?

Depending on the outcome of our investigation of your complaint, you can expect us to:

• Fix the situation and put you in the same position as if the problem had never happened, and/or
• Offer an clear explanation of what happened and why we have responded as we have, and/or
• Issue an apology.

What if you are not happy with the outcome?

If you’re not satisfied with our proposed resolution of your complaint (or you haven’t received a reply within 90 days), you may have the right to take your complaint to the Superannuation Complaints Tribunal (SCT). You can call the SCT on 1300 780 808.

The SCT is an independent body set up by the Commonwealth Government to help resolve superannuation complaints for fund members and beneficiaries.

Complaints the SCT can consider

Complaints must be about a Trustee decision or conduct that you think is or was unfair or unreasonable (including decisions of people/companies acting on behalf of the Trustee).

Examples of complaints:

• Errors in annual statements
• A belief that a death benefit was paid or may be paid to the wrong person
• An unreasonable delay in a payment
• A miscalculation of a benefit
• A refusal to approve a claim for a disability benefit
• Misrepresentation about the terms and conditions of fund membership
• Error in information provided by a Trustee to the ATO for superannuation surcharge calculation.

Complaints the SCT cannot consider

The SCT cannot deal with certain types of complaints:

• A complaint that has not been first referred to the Fund's internal enquiries and complaints resolution service. If your complaint was not satisfactorily resolved through this means within 90 days, you can then lodge a complaint with the SCT (For further information see their website www.sct.gov.au)
• Complaints that relate to the management of a fund as a whole, such as the fund's investment performance or the general level of fees and charges
• Complaints about actions or decisions before the Fund became regulated (generally 1 July 1994, but it can vary)
• A complaint against an employer, (for example about the failure to pay contributions) unless the employer is also a trustee. The Australian Taxation Office's Superannuation Guarantee area may be able to assist you - phone 13 10 20 or visit their website www.ato.gov.au

Complaints about the payment of death benefits

If we notified you that you have 28 days to object to the Trustee's initial proposal for the distribution of the benefit; and/or to complain to the SCT after the Trustee has considered your objection, you must do so within the 28-day period for the SCT to deal with your complaint. The time limits only apply if you have been given correct notice of the 28 day period.

If you are not notified of the 28 day period (or the notification is incorrect/faulty) the above mentioned time limits do not apply.

If in doubt, make the complaint as soon as possible and the SCT will let you know if it can deal with your complaint.