Complaints handling policy

Let us know if you have a complaint

We care about our members. Providing quality service is important to us, which is why we have procedures in place to deal with complaints fairly, transparently and quickly. You can send us your complaint:

We make every effort to deal with your concerns as quickly as possible.

For super complaints, we’ll respond within 45 calendar days. 

For complaints about our financial services (including financial advice we may have provided to you) which aren’t resolved to your satisfaction by the end of the fifth business day after receipt of your complaint, we’ll write to you with our final response within 30 calendar days.

If an issue hasn’t been resolved to your satisfaction, or your complaint hasn’t been resolved within the required timeframe, you may be eligible to take your complaint to the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority (AFCA)

AFCA is an external dispute resolution scheme which provides fair and independent financial services complaint resolution that’s free to consumers.

There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given a written decision.