Enquiries and complaints procedure
One of the key features of legislation governing the operation of superannuation funds is that funds must establish a procedure to deal with enquiries and complaints. All reasonable efforts will be made to produce a satisfactory resolution to all parties.
What is an enquiry?
An enquiry is a request to answer any question or provide further information in relation to your account or the Fund. The Trustee is obliged to provide you with any information you may require to understand your benefits. Most enquiries are reasonably straight forward and these can be dealt with by the Fund Administrator. Please contact Emplus on 1800 336 911.
If you do not receive a satisfactory response within 28 days, you should immediately contact the Trustee (see below).
What is a complaint?
A complaint is where you express dissatisfaction with some aspect of the Fund’s service to you or other decision relating to the Fund that may impact you.
Complaints are to be directed to the contact below.
Complaints Officer, Emplus
PO Box 3528, TINGALPA DC QLD 4173
Phone: 1800 336 911 | Fax: 07 3899 7299 | Email: firstname.lastname@example.org
What if I am still not satisfied?
If you feel your complaint has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA.
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.