The Trustee aims to resolve any complaints within 28 days of receipt. If you have any enquiries on the procedure, please ring the Administrator on the numbers in the contact section.

If you are not satisfied with the way we handle your complaint or with its resolution, or if your complaint was not satisfactorily resolved by FIRSTSUPER within 90 days, you may contact the Superannuation Complaints Tribunal.

The Tribunal is the independent body set up by the federal Government to assist members or beneficiaries to resolve certain superannuation complaints. The tribunal may be able to assist you to resolve your complaint, but only after you have made use of the FIRSTSUPER‘s own complaint handling processes.

The Tribunal will not hear a complaint if:

• court proceedings have commenced;
• it relates to the general management of the Fund;
• it concerns the distribution of death benefits where the beneficiaries have been notified of how the benefits are to be distributed and have not objected within 28 days of being notified; or
• it relates to the claim for a TPD benefit and either the claim is made more than 2 years after you permanently cease employment or the complaint is made more than 2 years after the Trustee's original decision to deny your claim.

If the Tribunal accepts your complaint it will attempt to resolve the matter through conciliation. This involves assisting the parties to come to a mutual agreement. If the conciliation is unsuccessful the complaint is formally referred to the Tribunal for determination.

To find out whether the Tribunal can handle your complaint and the type of information you need to provide, you can contact it at:

Superannuation Complaints Tribunal
Locked Bag 3060
GPO MELBOURNE Vic 3001

Telephone: 1300 780 808 Email: info@sct.gov.au