Internal dispute resolution
You can access our internal dispute resolution procedures by contacting us to discuss your concerns the following ways:
Phone: 13 11 84
Sunsuper
Customer Relations Team
GPO Box 2924
Brisbane QLD 4001
Access to the internal dispute resolution procedure is provided at no additional cost to you. We will do everything within our power to resolve the issue as quickly as possible. If we have not resolved your complaint within 21 days, we will write to you about the progress of your complaint.
Escalating your complaint
If you are not happy with Sunsuper’s final response to your complaint, or Sunsuper has not provided a final response within 90 days, you may escalate your complaint to an external dispute resolution scheme free of charge. There are two different external dispute resolution schemes you can escalate your complaint to depending on your complaint:
- The Australian Financial Complaints Authority
- Office of the Australian Information Commissioner
Please note: Complaints lodged prior to 1 November 2018, will be resolved by the Superannuation Complaints Tribunal (SCT) and Financial Ombudsman Service Limited (FOS).
Australian Financial Complaints Authority
The Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution at no additional cost to consumers.
It’s important to know that the scope of matters AFCA can deal with is limited by legislation. And there may be some matters they cannot deal with.
AFCA can only deal with complaints made by:
- Superannuation Product Holders
- Persons with an interest in a death benefit
- Parties (and intending parties) to a Family Law agreement or order affecting superannuation
There are also some additional restrictions regarding complaints relating to Total & Permanent Disability benefits. AFCA can only deal with complaints about a Trustee’s handling of a Total & Permanent Disability benefit if:
- you have ceased employment because of the physical or mental condition that gave rise to your claim for Total & Permanent Disability;
- 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.
AFCA will advise you if they are able to deal with your complaint and if so what information is required.
If you lodge your complaint directly with AFCA before you have raised it with Sunsuper, AFCA will generally refer your complaint to Sunsuper to consider the matter within timeframes specified by AFCA.
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 AFCA.
Contact details
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
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 5218
Sydney NSW 2001
Phone: 1300 363 992
Web: www.oaic.gov.au