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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. If your complaint 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.

Up until 31 October 2018, the Superannuation Complaints Tribunal (SCT) is the relevant external dispute resolution body for superannuation complaints. If you are dissatisfied with our handling of your complaint, or the Trustee's decision, or if the complaint is not resolved within 90 days, you may contact the SCT up until 31 October 2018.

From 1 November 2018, the SCT will be replaced by the Australian Financial Complaints Authority (AFCA). From that date, if an issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA.
Time limits may apply to complain to the SCT or AFCA, so you should act promptly or otherwise consult the SCT and AFCA websites to find out if or when the time limit relevant to your circumstances expires.

Superannuation Complaint Tribunal (SCT) contact details:

Mail
Superannuation Complaints Tribunal
Locked Bag 3060
MELBOURNE VIC 3001

Phone
1300 884 114 (cost of local call)

Fax
(03) 8635 5588

Email
info@sct.gov.au

Website
sct.gov.au

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 in a reasonable period. Refer to the Privacy Policy for further information. If the complaint is not resolved, you can complain to the Office of the Australian Information Commissioner (OAIC), telephone 1300 363 992 or visit oaic.gov.au.

General advice complaints
Club Super has appointed Independent Fund Administrators & Advisers Pty Ltd (IFAA) to administer the Fund. This includes IFAA providing a call centre, where IFAA staff may provide you with factual information, or general advice. If you have any questions or complaints about IFAA or the general advice provided by the Trustee (via its publications) under IFAA's license, you can contact IFAA on the details below.

IFAA
PO Box 10654
Brisbane Adelaide Street QLD 4000
Ph: (07) 3238 1200

IFAA is committed to providing the speedy and efficient resolution of complaints. IFAA will address your concerns and try to resolve them quickly and fairly. IFAA aims to resolve any complaints as soon as possible, but no longer than 45 days from the date of receipt.

If you remain dissatisfied with the handling of your complaint through IFAA’s internal complaints process, 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.

Up until 31 October 2018, the Financial Ombudsman Service (FOS) is the relevant external dispute resolution body for complaints about general advice. If you are dissatisfied with IFAA’s handling of your complaint, you may contact FOS up until 31 October 2018. FOS’ contact details are set out below.
Financial Ombudsman Service (FOS) contact details:

Mail
Financial Ombudsman Service Limited
GPO Box 3
MELBOURNE VIC 3001

Phone
1800 367 287 (free call)

Email
info@fos.org.au

Website
www.fos.org.au

From 1 November 2018, FOS will be replaced by the Australian Financial Complaints Authority (AFCA). From that date, if an issue has not been resolved to your satisfaction, you can lodge a complaint with AFCA. Their contact details are outlined above.