Receipt of complaint

Assessment of jurisdiction

Each complaint is examined to ensure it is a matter that the Tribunal can deal with.

If the Tribunal cannot deal with the complaint, you will be notified in writing that your complaint is outside the Tribunal’s jurisdiction with the reasons explained. There is still the opportunity to respond with clarifying reasons why you believe the Tribunal should deal with the complaint (remembering that limits to the complaints that the Tribunal can deal with cannot be waived).

If the Tribunal can deal with the complaint it will notify the superannuation provider (and any other relevant parties) of the complaint.

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 superannuation 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.

Joining other parties

If the complaint involves an insured benefit, the insurer may be joined to the complaint, 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 join as a party to the complaint any other person who has an interest in the benefit.