Our internal dispute resolution process
If you are not satisfied with our product or the service you’ve received, you can contact us by:
Phone: 1800 682 626
Mail: Complaints Officer, Equipsuper Pty Ltd, GPO Box 4303, Melbourne VIC 3001
What happens next
- We will let you know that we have received your complaint and the contact details of the person assigned to investigate your complaint.
- We will investigate your complaint. This might mean that we need to gather more information from you, or from a third party.
- While we aim to resolve all complaints much earlier, the law requires us to resolve them within 90 days. If we haven’t resolved your complaint within 90 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA).
- If you are not satisfied with our decision on your complaint, you can refer your complaint to AFCA.
More about the Australian Financial Complaints Authority (AFCA)
If we take over 90 days to resolve your complaint or if you’re not happy with our decision, then you can refer your complaint to AFCA. AFCA provides fair and independent dispute resolution for financial complaints and it is a free service.
Generally, you would need to submit complaints to AFCA within two years of the date we provide you a response to your complaint, but AFCA may let you to submit your complaint later than this in certain circumstances.
There are some types of complaints where you must refer them to AFCA within a strict time limit:
Complaints about death benefits
To be able to make a complaint about the payment of a death benefit you must:
- object to our proposed death benefit distribution within 28 days of the day we let you know about our proposed decision, and
- submit the complaint to AFCA within 28 days of the day we let you know about our death benefit distribution decision.
Complaints about disability benefits
If you’ve permanently stopped work because of the condition that results in you lodging a disability claim, then you must:
- submit your request for a disability benefit to us within two years of permanently stopping work, and
- submit the complaint to AFCA within four years of the day we let you know about our decision on your disability claim.
Otherwise, you must submit your complaint to AFCA within six years of the day we let you know about our decision on your disability claim.
Complaints about contribution statements that we provide to the ATO for taxation purposes
Complaints about a contribution statement need to have been submitted to AFCA within 12 months.
How to contact AFCA
The easiest way to raise a complaint with AFCA is through their website afca.org.au. You can also contact them in the following ways:
Phone: 1800 931 678 (free call 9am to 5pm AEST weekdays)
Mail: GPO Box 3, Melbourne VIC 3001
Fax: (03) 9613 6399
How we manage your information
If your complaint is about how we have handled your personal information
If your complaint relates to the way your personal information was handled and you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner:
Phone: 1300 363 992
Mail: GPO Box 5218, Sydney NSW 2001