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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 45 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 Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority

AFCA provides fair and independent financial services complaint resolution that is free to customers. All new complaints made to AFCA will be handled under the AFCA Rules. The AFCA Rules have higher claims limits and compensation caps, and they provide jurisdiction for AFCA to consider and resolve superannuation complaints. You can contact AFCA by:

Email: info@afca.org.au
Telephone: 1800 931 678 (free call)

In writing to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

This service is provided to you free of charge.