Complaints

If you have a complaint please follow the process below.

To make a complaint about your super account or general advice given by AustralianSuper, please write to us:

Complaints Officer
AustralianSuper
33/50 Lonsdale Street
Melbourne VIC 3000

If, after you have made a complaint to AustralianSuper and you are not satisfied with the response, or do not receive a response within 90 days, you can then lodge a complaint with one of the following independent bodies.

Complaints about a decision of the trustee
If your complaint relates to a decision of the trustee, you may be able to take your complaint to the Superannuation Complaints Tribunal (SCT).

The SCT is an independent body set up by the Federal Government to review trustee decisions relating to members (as opposed to trustee decisions relating to the management of the fund as a whole). The SCT may be able to assist you to resolve your complaint about a decision of the trustee, but will only become involved after you have made use of the trustee’s internal complaints resolution procedures (see above).

To find out whether the SCT can handle your complaint and the type of information you need to provide, you can contact them as follows:

Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne Vic 3001
Phone: 1300 884 114
www.sct.gov.au

Other complaints about the trustee
If your complaint is outside the jurisdiction of the SCT (for example, because it relates to advice given on a non-superannuation product by the trustee or its representatives), you may have the right to take your complaint (if it has not been resolved within 45 days or 90 if the fund promptly advises you that it needs 90 days and you agree to this extension of time) to the Financial Industry Complaints Service Ltd (FICS).

The following are the contact details for FICS:

Financial Industry Complaints Service
PO Box 579
Collins Street West
Melbourne Vic 8007
Phone: 1300 780 808
Web: www.fics.asn.au

You should, however, follow our internal complaints resolution procedures (see above) before making a complaint to FICS.