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Making a complaint

We're sorry that you've ended up here, as it means you must not be completely happy with our service. We pride ourselves on quality service and providing the best outcomes to our members. We welcome your feedback and we are committed to resolving any issues you might have as quickly as possible.

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

Contact us online

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:

  1. Superannuation Product Holders
  2. Persons with an interest in a death benefit
  3. 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

Web: https://www.afca.org.au

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