Making a complaint
Not happy? Let us know so we can put it right
We hope you’ll always enjoy dealing with Active Super. But if you’re not satisfied with our service or a decision that affects you, we encourage you to lodge a complaint. Here’s how.
How to lodge a complaint
You can contact us
- In writing: Write to us at PO Box H290, Australia Square NSW 1215 or email us at firstname.lastname@example.org
- Verbally: Call us on 1300 547 873 weekdays between 8.30am and 6.00pm or tell us in person
You may also make a complaint via the webchat on our website or through our social media accounts. However, your privacy and security are paramount, and we may have to deal with your complaint through more secure channels.
You can lodge a complaint by contacting us using any of the options above.
Often the simplest way to resolve a complaint is to discuss it with us by calling 1300 547 873 weekdays between 8.30am and 6.00pm. If we’re unable to solve things over the phone, we’ll acknowledge your complaint and investigate further.
While we aim to finalise all complaints as soon as possible, we will generally address your concerns within 30 or 45 days of receipt depending on the type of complaint, unless it is more complex.
If we’re unable to meet this timeframe, we’ll contact you beforehand to let you know why and we’ll keep you updated on our progress on a regular basis.
Once we’ve made a decision about your complaint, we’ll write to you to tell you of our decision and provide the reasons for how we reached it.
For more information about our complaints process, download our Complaints Policy.
If you are not satisfied with our response, or your complaint has not been resolved within the required timeframe, you can also refer your concern to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent external dispute resolution scheme authorised by the Minister for Revenue and Financial Services. AFCA provides fair and independent financial services complaint resolution that is free to super fund members.
AFCA can only consider matters which impact on members personally and not in respect to the overall conduct of Active Super.
The staff at AFCA will attempt to resolve your matter by conciliation, which involves assisting you and Active Super to come to a mutual agreement. If no agreement can be reached by conciliation, the Tribunal will determine how the matter will be resolved.
The contact details for AFCA are:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001