Receipt of complaint
At the Superannuation Complaints Tribunal,we deal with complaints about superannuation that have been received on or before 31 October 2018.
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.
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 reason(s) clearly explained. You will have the opportunity to respond to clarify 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.