About my complaint

New complaints

New complaints must be made to the Australian Financial Complaints Authority (AFCA). You can learn more about AFCA at www.afca.org.au. 

If you send a complaint to the Tribunal on or after 1 November 2018, it will be returned to you with instructions to contact AFCA.

 

Open complaints

At the Superannuation Complaints Tribunal, we deal with complaints about superannuation that have been received on or before 31 October 2018.

If your complaint has been assigned to an analyst for investigation, or is scheduled for conciliation or review, we invite you to visit the relevant pages of our website for more information.

We realise that for some of our complainants, it may have been some time since we contacted you about your complaint. If your complaint has not yet been assigned to an analyst, we address your common queries below.

 

I have not heard anything about my complaint for months. Is it still open?

If you have not received a letter from us advising that your complaint will be withdrawn, your complaint remains open with the Tribunal pending allocation to an analyst. We have a large number of open complaints and are working to resolve them throughout 2019 and 2020.

Is my complaint being investigated?

You will be notified when your complaint has been assigned to an analyst for investigation.

If we have requested information from you, that information will be placed in your file in preparation for this investigation. If we haven’t, we will contact you in the coming months to seek this information from you. We will also request information from the trustee (and the insurer if relevant), who is required to provide the Tribunal with all documents relevant to your complaint.

Why is it taking so long to get to my complaint?

We understand that you have been waiting some time for the Tribunal to resolve your complaint.

At the Tribunal, complaints are generally investigated in the order in which they are received. However, we recently prioritised some complaints about the distribution of death benefits that were impacted by legislative changes to tax laws.

This may have affected the date at which we will start to investigate your complaint. It has not affected the importance of your complaint, the processes we will use to investigate your complaint, and the care and attention with which we will do so.

When will my complaint be investigated?

While we cannot advise expected timing for the resolution of your complaint, we would like to assure you that your complaint remains open with us and will be investigated as soon as is practicable. The Tribunal has been allocated additional funding to assist with resolving open complaints throughout 2019 and 2020.

When will I next hear from you?

You will hear from us when we request more information relating to your complaint, or when your complaint has been assigned to an analyst for investigation.

We will clearly list the information we require from you, and where you may be able to find that information.

Can I transfer my complaint to the Australian Financial Complaints Authority?

No. The Australian Financial Complaints Authority (AFCA) started accepting complaints on 1 November 2018. Complaints lodged with the Tribunal on or before 31 October 2018 will remain with the Tribunal. For more information on this, see AFCA’s superannuation page here (scroll to the bottom of the page).

I’ve already sorted this out with the trustee. Can I close my complaint?

If you have reached a resolution with the trustee (the superannuation fund) since lodging your complaint with us, or if you no longer wish to proceed with your complaint, please let us know. You can fill out our contact form here, or call our team on 1300 884 114.

So, what now?

We will contact you when your complaint reaches the next stage. We understand that you have been waiting some time for the Tribunal to resolve your complaint, and assure you that we are working through our complaints as quickly as possible.

I still have queries. How can I contact you?

You can contact us at any time to check on the progress of your complaint. Please fill out our contact form here, or call our team on 1300 884 114.