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 may also consider certain decisions by insurers relating to benefits payable from the fund.

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:

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

Other complaints about the Trustee
If your complaint is outside the jurisdiction of the SCT, you may have the right to take your complaint to the Financial Ombudsman Service (FOS):

Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Ph: 1300 780 808
Web: www.fos.org.au

However, you should follow AustralianSuper's internal complaints resolution procedures (see above) before making a complaint to FOS. If you do not receive a response to your complaint within 45 days, or are not satisfied with the response provided after going through AustralianSuper's internal complaints process, you may be eligible to refer your complaint to FOS.

Trustee liability insurance
AustralianSuper Pty Ltd has a Trustee Liability Insurance Policy in place, which incorporates liabilities for losses from claims arising out of the provision of professional services to third parties (professional indemnity). This policy covers claims arising from the conduct of representatives who no longer work for AustralianSuper Pty Ltd, but who did at the time of the relevant conduct.