Complaints

If you have a complaint or are not satisfied with a response to a telephone enquiry, you can use our complaints procedure. Whilst we prefer to receive complaints about complex matters in writing, complaints can be made either verbally or in writing to:

Member Services Manager
Equipsuper Pty Ltd
GPO Box 4303, Melbourne VIC  3001
Phone: 1800 682 626
helpline@equipsuper.com.au

We will respond to you with a decision within 90 days.

Unresolved issues

We always try to resolve any complaints to the satisfaction of all concerned and in the best interests of all its members. However, if the matter is not resolved to your satisfaction, you may take the matter to the Superannuation Complaints Tribunal (SCT)

The SCT is an independent dispute resolution body. It was set up by the Government to assist members and beneficiaries of members to resolve certain types of superannuation complaints that have not been resolved by the Trustee to the satisfaction of the member or beneficiary.

The SCT can only assist you to resolve a complaint if you have already made use of the Equipsuper Enquires and Complaints procedure. There are restrictions on the SCT’s jurisdiction for some types of complaints but the SCT will be able to advise you if they are able to hear your complaint.

There are time limits on when you can make complaints relating to death and disability benefits. A complaint about the distribution of a death benefit should be made to the SCT within 28 days of receiving advice about the Trustee’s decision. Any claims relating to a disability benefit must be lodged with the SCT within two years of the Trustee’s original decision.

If the SCT accepts a complaint it will first attempt to conciliate the dispute and if conciliation is not successful the SCT will formally review the matter.

If your complaint relates to the way your personal information was handled, you should contact the Office of the Privacy Commissioner.

For more information regarding complaints, you can contact any of these organisations:

>	The Superannuation Complaints Tribunal (SCT) Locked Bag 3060 GPO Melbourne VIC 3001 Phone: 1300 780 808 www.sct.gov.au
>	Financial Ombudsman Service Limited (FOS) GPO Box 3 Melbourne VIC 3001 Phone: 1300 780 808 www.fos.org.au
>	Office of the Privacy Commissioner (OPC) GPO Box 5218 Sydney NSW 2001 Phone: 1300 363 992 www.privacy.gov.au
>	The Australian Securities and Investment Commission (ASIC) ASIC Complaints PO Box 9149 Traralgon VIC 3844 Infoline: 1300 300 630 www.asic.gov.au