There are four key actions that occur when a complaint is lodged with the Tribunal.
1. Complaint Examination
Each complaint is examined to ensure it is a matter that the Tribunal can deal with.
2. Notification
If the Tribunal cannot deal with the complaint, the complainant is notified in writing with the reasons explained. There is still the opportunity for the complainant to respond with clarifying reasons why they believe the Tribunal should deal with the complaint (remembering that limits to the complaints that the Tribunal can deal with cannot be waived on an individual basis).
If the Tribunal can deal with the complaint it will acknowledge receipt to the complainant and notify other parties to the complaint, including the body the complaint is about who is provided with details of the complaint.
3. Request for Information
The Tribunal will request relevant information and copies of all documents relating to the complaint.
This request will generally be made to the Fund Trustee, Life Company, or RSA provider, and they are obliged by law to provide all relevant information to the Tribunal. Other persons may also be asked to provide relevant information.
4. Joining Other Parties
If the complaint involves an insured benefit, the insurer may also be joined, and the Tribunal will request relevant information and copies of all documents relating to the complaint.
If the complaint is about the distribution of a death benefit, the Tribunal will normally seek to join any other person who could possibly be a beneficiary.