Our vision, mission and values
Vision
A community better informed about superannuation.
Mission
Working with the Australian community to ensure accessible, timely and fair resolution of superannuation complaints.
Values
Respect
- We value people – their diversity, knowledge, skill and experience
- We demonstrate trust and empathy in our relationships with others
Fairness
- We act with impartiality and objectivity, while recognising individual needs and the parameters of legislation
- We demonstrate integrity, ethical behaviour and confidentiality at all times
Accountability
- We are transparent, responsive and timely in our work
- We focus on the delivery of quality outcomes
Communication
- We are open, accessible and honest in our communications
- We actively listen and seek information to gain a complete understanding
Professionalism
- We support personal and professional development
- We implement best practices and strive for continuous improvement
- We demonstrate competency and efficiency through our work
What you can expect from us
We will:
- handle your complaint professionally, efficiently and fairly
- act with impartiality
- keep you informed of our progress
- give you reasons for our decisions
- treat you with respect
- provide our services free of charge
What we expect from you
You can help us by:
- making your complaint to your superannuation provider before contacting us and giving them enough time to respond
- making your complaint to the Tribunal in writing
- providing us with a clear idea of your complaint and the resolution you want
- giving us all the relevant information you have (or know about) at the beginning, such as the correspondence between you and your fund
- telling us of new facts
- letting us when you no longer want our help
- cooperating with us
- treating us with respect