How to make a complaint
At SMARTpension, we want you to be completely satisfied with the way we look after you and your pension. So if you have a problem or believe an error has been made, the Trustee wants to do everything in its power to resolve the matter promptly.
SMARTpension welcomes your feedback which is used constructively to improve our services to members. If you are not happy with the way SMARTpension initially handles your enquiry or complaint, the matter can be escalated.
How to make an inquiry
If you have a general inquiry or wish to raise a concern, you can contact SMARTpension in one of the following ways:
By telephone
Phone Customer Service on 1300 366 508
Monday to Friday 8.00am to 6.00pm EST
Send us an email
By fax
1300 665 403
By mail
SMARTpension
Locked Bag 5042
PARRAMATTA NSW 2124
How to make a complaint
If you are not happy with our initial response, you can make a formal complaint. We have a complaints handling process to ensure that all complaints are handled in a fair and reasonable manner.
You can lodge a complaint through any of the following channels:
By telephone
Phone Customer Service on 1300 366 508
Monday to Friday 8.00am to 6.00pm EST
Send us an email
By fax
1300 665 403
By mail
The Complaints Officer
SMARTpension
GPO Box 1756
MELBOURNE VIC 3001
While you are welcome to make a complaint over the telephone, we suggest that it would be better for all concerned if you put it in writing. That way you can make sure that you give us a full picture of the problem, and help us to understand what we need to do to fix it. So, please write us a letter or send an email.
Further information
This information is of a general nature only. It is important to consider the appropriateness of this product having regard to your objectives, situation and needs. Before making a decision about SMARTpension, please consider your own requirements and the SMARTpension Product Disclosure Statement. For a copy call us on 1300 366 508 or download from this website.
Professional Associations Superannuation Limited (PASL) (ABN 14 056 917 303 AFSL 222590 RSE L0000352) is the Trustee of Professional Associations Superannuation Fund (PASF) (ABN 78 984 178 687 RSE R1000429). SMARTpension is a division of PASF.
