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How we handle complaints

The Trustee has established a procedure to deal fairly with member complaints. All complaints (including privacy complaints) will be handled in a courteous and confidential manner and will be properly considered and dealt with within 90 days. If you believe you have a complaint, please write to:

Superannuation Complaints Officer
c/o First Super
PO Box 666
Carlton South VIC 3053

Once the Trustee has investigated your complaint, you will receive a written reply explaining the Trustee’s decision. If you are not satisfied with this decision, you may choose to take your complaint to the Superannuation Complaints Tribunal (SCT).

The SCT is an independent body established by the Commonwealth Government to review certain types of Trustee decisions. If the SCT accepts your complaint, it will attempt to resolve the matter through conciliation which involves assisting you and the Fund to reach a mutual agreement.

If conciliation is unsuccessful, the SCT will make a determination which is binding. Time limits apply to making certain complaints, particularly in relation to Death & Total and Permanent Disablement benefits, so you should approach the SCT promptly if you are dissatisfied with the decision of the Trustee.

If you wish to find out whether the Tribunal can handle your complaint and the type of information you would need to provide, you can contact the SCT at:

Locked Bag 3060, GPO Melbourne VIC 3001
T: 1300 884 114
F: 03 8635 5588
E: info@sct.gov.au
W: www.sct.gov.au

If your complaint is outside the jurisdiction of the SCT, you might be able to take it to the Financial Ombudsman Service (FOS). FOS operates in a way similar to the SCT and can be contacted at:

GPO Box 3
Melbourne VIC 3001
T: 1800 367 287
W: www.fos.org.au

This service is provided to you free of charge.