Service charter

The Superannuation Complaints Tribunal Charter

This charter sets out the standard of service you can expect from us and what we expect from you.

Our Objective

To inquire into and resolve superannuation related complaints in a manner that is fair, economical, informal, and quick. To achieve this objective we will:

  • deliver high quality service to complainants and the superannuation industry;
  • seek fair outcomes;
  • make our service accessible to the community.

The Tribunal’s role

The Tribunal will impartially inquire into complaints about decisions made by superannuation providers.

The term “superannuation providers” in this charter includes: trustees of regulated superannuation funds and approved deposit funds; retirement savings account providers; and life companies providing annuity policies.

Where possible, the Tribunal will try to resolve a complaint by conciliation. Where that is unsuccessful the matter will be referred to review for a determination.

On review the Tribunal will determine whether the decision or conduct complained about operated unfairly or unreasonably in relation to you in the circumstances. This will focus on the consequence or outcome of the decision in its practical operation and any loss or detriment arising.

Our undertaking to you

If you have a complaint about a decision made by a trustee or life company in the circumstances described above, we will give it careful attention. We will do whatever we can to help you within our powers and resources.

If it is something we can and should deal with, we will do this as quickly as possible, acting fairly and independently. If we cannot deal with your complaint, we will explain why. If we can suggest another way to solve your problem, we will tell you.

What you can expect from us:

  • a fee-free service;
  • courteous, polite attention;
  • assistance in making a complaint;
  • acknowledgment of every written complaint within seven working days;
  • a contact name and phone number on all our letters;
  • careful assessment of every complaint;
  • individual case officers for matters we are able to deal with;
  • independent and impartial inquiry;
  • a process that abides by the rules of procedural fairness;
  • respect for the privacy of confidential information;
  • telephone access to the staff at the Tribunal for the cost of a local call from any landline in Australia;
  • access to interpreter assistance;
  • referral to the appropriate organisation when we cannot help; and
  • reasons for any decision we make.

What you can do to help us

Before you lodge your complaint with us, you must have made the complaint to your superannuation provider and given them an opportunity to resolve the complaint.

Certain time limits apply, particularly if your complaint concerns a disability benefit or the distribution of a death benefit. For further details please refer to our booklet “Superannuation Complaints Tribunal: How it can help you” or call one of our phone inquiry officers for further details.

When you lodge your complaint, provide us with any documents which relate to your complaint, such as correspondence between yourself and your fund.

Feedback or complaints about our service

Because we are committed to continually improving our service to the community, we welcome your views. If you have been particularly pleased with your dealings with us, please let us know. If you have any feedback or if you want to complain about our service, please refer to Feedback about the Tribunal and our service.

If you are still not satisfied

If you are not satisfied after we have investigated your complaint you can contact the Commonwealth Ombudsman.

The Ombudsman has an office in every State and Territory. Complaints can be made in writing, by telephone or by using the Ombudsman's online complaint form.

The Ombudsman's office can be contacted by telephone on 1300 362 072 for the cost of a local call from any landline in Australia. The addresses and further information about the Ombudsman can be found on the internet at www.comb.gov.au.