Complaints

How we handle complaints

We are listening. If you have a complaint about First Super, call us on 1300 360 988 between 8am and 6pm AEDT, Monday to Friday.

This is often the simplest and fastest way of resolving your complaint. If we cannot resolve your complaint over the phone, we will investigate further.

Alternatively, you can email or write to us to make your complaint.

Write to us

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

Email: complaints@firstsuper.com.au

Any complaint made on our social media channels will also be investigated and responded to, provided we can identify you.

Who can make a complaint

Anyone can make a complaint, including:

• current or former First Super members
• current or former contributing First Super employers
• beneficiaries of First Super members
• executors or administrators managing the estate of a First Super member who has died
• anyone with a claim to a death benefit, or someone acting on a member’s behalf such as a Power of Attorney or Third-Party Authority.

Complaints process

We want you to have the best experience possible with us, so we take any complaints very seriously.

We have established a procedure to deal fairly with complaints. This starts by acknowledging all complaints in writing or over the phone and beginning an internal investigation.

All complaints will be handled in a respectful and confidential manner. If we need more information from you along the way, we will request this. You should expect your complaint to be properly considered and dealt with within 45 calendar days.

If your complaint is about the proposed distribution of a death benefit, you have 28 calendar days after the death benefit notification period to object to the proposed distribution. We then have 90 days to respond to you.

If your complaint is about privacy or you believe your personal information has been breached, we have 30 days to respond to you.

We aim to resolve all complaints as quickly as possible. If there is a delay in addressing your complaint, we will contact you to explain why and keep you informed about the progress of our investigation.

Once we have investigated your complaint, you will receive a written reply explaining our decision. (If your complaint was made over the phone and was resolved within five days, we will not provide you with a written response unless you ask for this.)

If you are not satisfied

If you are not satisfied with our decision, or with how the complaint was handled, or we have not replied within the timeframe we promised, 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 AFCA’s Rules, including superannuation complaints You can contact AFCA by:

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

Write

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Privacy complaints

If you are unhappy with our response to your privacy complaint, you can approach AFCA or lodge a complaint with the Office of Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner

Write

Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001

Call: 1300 363 992
Web: oaic.gov.au

Need help?

If you have questions or need help making your complaint, please contact our Member Services Team or the local Coordinator near you.

If English is not your primary language and you need the assistance of a translation service, you can call the Translation and Interpreting Service (TIS National) on 131 450. They will help you speak with one of our team.