Making a complaint – our internal dispute resolution process
If you are not satisfied with our product or the service you’ve received, you can contact us on 1800 682 626 or at equipsuper.com.au/contact. We always try to resolve complaints quickly and to the satisfaction of all concerned and in the best interests of all of our members.
Whilst we prefer to receive complaints about complex matters in writing, complaints can be made either verbally or in writing to:
Equipsuper Pty Ltd
GPO Box 4303
Melbourne VIC 3001
External dispute resolution process
If we have not resolved the matter to your satisfaction within 90 days, you may take the matter to the Superannuation Complaints Tribunal (SCT). The SCT is an independent dispute resolution body and its services are free.
The SCT can only assist you to resolve a complaint if you have already made use of our internal dispute resolution process. You can find more information about the SCT, including the time limits on when you may make a complaint, on its website sct.gov.au.
Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne VIC 3001
Phone: 1300 884 114
If your complaint relates to the way your personal information was handled, you should contact the Privacy Commissioner at:
Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001
Phone: 1300 363 992
Financial Ombudsman Service
Equip is also a member of an external dispute resolution scheme called the Financial Ombudsman Service (FOS), which can help resolve complaints relating to general or personal financial advice. FOS services are free. You can find more information on FOS on its website fos.gov.au.
New complaints body from 1 November 2018
The government has legislated to create a new complaints body to replace the SCT and FOS, called the Australian Financial Complaints Authority (AFCA). Equip will become a member of AFCA before October 2018. AFCA will start to accept complaints from 1 November 2018, and both the SCT and FOS will stop accepting new complaints from this same date. You can find more information on AFCA on its website afca.org.au.