Complaints procedure

Your satisfaction is our goal

Naturally, we want you to be completely satisfied with the way we look after your superannuation. So if you have a problem or think an error has been made, please let us know, so we can fix it promptly.

We welcome your feedback and view it as an opportunity to improve our services.

Begin with an enquiry

Most of the time, it's best to begin by contacting us with a general enquiry.

Simply contact us and our helpful staff will work to answer your questions or resolve your concerns.

If you're still not happy

If you're still not happy with our response at this stage, you can make a formal complaint. Formal complaints undergo a specific process to ensure they are handled fairly and reasonably. More information about submitting a complaint and the process is on our Enquiries and complaints factsheet.

If you decide to make a formal complaint, please do it in writing. This makes it easier to ensure we get the full picture of the problem. It also helps us understand what we need to do to fix it.

We have developed a Complaints Form that can provide useful prompts for this step.

More information?

The Enquiries and complaints factsheet outlines our complaints process, including referring relevant matters to the Superannuation Complaints Tribunal or Financial Ombudsman Service  if you are not satisfied by our responses.

Please don't hesitate to contact us about this process or any concerns you may have.