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Making a complaint

Making a complaint

The Trustee strives to ensure that Club Super always operates in the best interests of members. If you are not happy with any aspect of your contact with Club Super and wish to make a complaint, you can do so in writing, over the phone or in person at the Club Super administration office.

For all Complaints please contact:

Mail
The Complaints Officer
Club Super
PO Box 10726
Brisbane Adelaide Street QLD 4000

Telephone 
1300 369 330

Email
info@clubsuper.com.au

Address
Level 2 - West Tower, 410 Ann Street, Brisbane QLD 4000

 

Complaint response time

If you make a complaint, Club Super will address your concerns and try to resolve them quickly. The Trustee aims to resolve any complaints as soon as possible but no longer than 90 days from the date of receipt, except privacy complaints are aimed to be resolved within 30 days. If the matter is not resolved to your satisfaction within 5 business days, Club Super will issue you with a formal complaint response. Our response will provide reasons for our decision, as well as your options to escalate the complaint to the relevant external dispute resolution body, if you remain dissatisfied (see below). 

External dispute resolution

If you remain dissatisfied with the handling of your complaint by Club Super, or if you consider the Trustee’s decision, or conduct, is, or was, unfair or unreasonable, you may escalate your complaint to an independent external dispute resolution body. This organisation will provide a fair and independent financial services complaint resolution service that is free to consumers.

Australian Financial Complaints Authority (AFCA) contact details:

Mail
Australian Financial Complaints Authority 
GPO Box 3
MELBOURNE VIC 3001

Phone
1800 931 678 (free call)

Email
info@afca.org.au

Website
www.afca.org.au

 

 Privacy complaints


If you have a complaint about a possible breach of your privacy, you should first contact the Fund's Complaint's Officer who will attempt to resolve the matter within 30 days. Refer to the 
Privacy Policy for further information. If the complaint is not resolved, you can complain to the Australian Financial Complaints Authority (AFCA) or to the Office of the Australian Information Commissioner (OAIC), by phoning 1300 363 992 or visit oaic.gov.au.