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Important information about making a complaint

If you are unhappy with the service provided by Sunsuper or how Sunsuper operates you have the opportunity to tell us through our official complaints process. Through this process we will work hard to try and resolve your concerns as quickly as possible.

If you’d like to receive more information or if we haven’t addressed your complaint within 90 days, write to us and we’ll get back to you within 28 days.

If you are still not happy, or we have not responded to you within 90 days, you may escalate your complaint to an external dispute resolution scheme free of charge. There are three different external dispute resolution schemes you can escalate your complaint to depending on your complaint:

  • The Superannuation Complaints Tribunal
  • The Financial Ombudsman Service Limited
  • Office of the Australian Information Commissioner

Important information about complaints relating to Death benefit distributions
It’s important to note that there are a few additional time restrictions regarding complaints relating to Death benefit distributions. If you’re unhappy with our initial proposal of the distribution, you have 28 days from the receipt of our claim-staking letter to object. If you are still unhappy with our response to your objection, you have a further 28 days to lodge your objection to the SCT.

Superannuation Complaints Tribunal

If your complaint relates to a superannuation product or service, you can contact the Superannuation Complaints Tribunal (SCT). The SCT is an independent body set up by the Federal Government to help resolve complaints through conciliation.

It’s important to know that the scope of matters the SCT can deal with is limited by legislation. And there may be some matters they cannot deal with.

The SCT can only deal with complaints where:

  • the complainant is a member or former member of Sunsuper, or a person acting on behalf of a member or former member or for his/her estate,
  • the complaint relates to a Trustee decision or action in respect of a particular member of the Fund, not the general management of the Fund, and
  • the complaint has first been dealt with under Sunsuper’s internal complaint resolution procedures but remains unresolved.

There are also some additional restrictions regarding complaints relating to Total and Permanent Disability (TPD) benefits. The SCT can only deal with complaints about a Trustee’s handling of a TPD benefit if:

  • you have ceased employment because of the physical or mental condition that gave rise to your claim for TPD;
  • you lodged a claim within two years of leaving the employment. (You have up to four years from the decision to make a complaint); or
  • your complaint is made to the Tribunal within six years after the fund’s decision has been made.

The SCT will advise you if they are able to deal with your complaint and if so what information is required.

Contact details

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

Financial Ombudsman Service

If your complaint relates to the provision of financial advice surrounding your superannuation product or service, you can contact the Financial Ombudsman Service (FOS).

Contact details

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

Office of the Australian Information Commissioner

If your complaint relates to the privacy of your personal information surrounding your superannuation product or service, you can contact the Office of the Australian Information Commissioner (OAIC).

Contact details

Office of the Australian Information Commissioner
GPO Box 2999
Canberra ACT 2601
www.oaic.gov.au
1300 363 992