What’s considered a complaint:
An expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint.
Examples of complaints:
- An objection to a proposed decision about how and to whom to pay a superannuation death benefit distribution
- You have concerns about a transaction that we have processed
- You may have experienced issues with the handling of an insurance claim
- Delays or lack of communication in relation to a current remediation program
- Errors in information provided
- Incorrect fees or costs charged/calculated
Who can make a complaint?
- A member or investor
- An employer
- An adviser
- A beneficiary with an interest in a death benefit
- An executor of a late member’s estate
- A person who has made a claim on a death benefit. A member’s spouse or former spouse who is party to an agreement, or subject to an order about that person’s superannuation interest
- A person with a valid third party authority to act on behalf of a member/investor
The complainant needs to be identifiable and contactable.
For complaints submitted by emails and letters:
- In the subject line please state: ‘complaint’, this is so we can identify your concern as fast as possible
- Include your account number and phone number
- Describe your complaint in as much detail as possible. Please provide any supporting information or documents that you have
- Let us know the resolution you seek
The complaints process explained
Let us know about the issue
Please be assured we will try to fix the problem straight away. If we cannot fix the problem straight away, we will tell you if we need more time.
We do ask that you provide us with as much information as possible about your concern to help us find a resolution as quickly as possible.
What happens after a complaint has been lodged?
We aim to acknowledge and resolve your concerns at the first point of contact. If this is not possible, we will acknowledge your complaint as soon as possible and send it to the appropriate team for investigation and resolution.
By legislation we are required to resolve your complaint within 45 days (for Superannuation complaints) and 30 days (for all other complaints) however we will try to resolve your complaint as soon as possible. If we have not responded within 45 or 30 days (as applicable), or you are not satisfied with the outcome, you may take the matter to external dispute resolution (see below).
If the complaint relates to a Superannuation Death benefit distribution, there is a 90-day timeframe after the expiry of the 28 calendar day period to object to the distribution to address your concerns.
If your complaint hasn’t been resolved to your satisfaction
If you are not satisfied with our handling of your complaint or our decision, you may have the right to have your complaint heard by the Australian Financial Complaints Authority (AFCA), an external dispute resolution service which is free of charge, see details below:
Important note - Please read
If you have a complaint about Australian Ethical you must contact us before you contact AFCA. If you contact AFCA before contacting us, they will normally refer you back to the Fund before they review your complaint.
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Where the dispute is in relation to a death benefit distribution, you have 28 days from the receipt of the Trustee’s claim-staking letter to object to the initial proposal for the distribution of a death benefit and/ or to complain to the AFCA if you are not satisfied with the response to your objection.
Third party complaints authority form
You can nominate an individual to act on your behalf when discussing and resolving the complaint. The authority will only be valid for a new or current complaint. Once the complaint has been resolved to your satisfaction, the nominated individual will no longer represent you and will not have access to any personal information.
Please complete the below form (please use the correct form depending on the product that you hold) to nominate an individual to act on your behalf. Please ensure this form is submitted with your complaint.Super complaints authority form
Managed Funds complaints authority form
You can also find our complaints policy on the super governance page.