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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 response to your complaint, or Sunsuper has not responded 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

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

The Secretariat
Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne VIC 3001

Phone: 1300 884 114

Web: www.sct.gov.au

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

Phone: 1300 780 808

Web: www.fos.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 2999
Canberra ACT 2601

Phone: 1300 363 992

Web: www.oaic.gov.au