complaints procedure

We hope that you will always receive satisfactory service from Active Super and that all your enquiries will be promptly attended to.

However, if you are dissatisfied with the service you are receiving or a decision that affects you, we encourage you to lodge a formal complaint.

If you have a complaint about any service you have received or about a trustee decision that affects you, you may wish to contact Member Services by calling 1300 547 873. Our Member Services Officers will try to work with you to resolve your issue or, if you are not satisfied with the response, advise you about how you may make a formal complaint over the phone.

If you would rather make a written complaint, you can refer the matter to the Active Super Complaints Resolution Manager in writing at the following address:

Complaints Resolution Manager

Active Super
PO Box H290
Australia Square NSW 1215

You may also lodge a complaint online, via the Help and support section of our website.

The Complaints Resolution Manager, who maintains a register of all complaints and actions, will consider your complaint on behalf of the Trustee and provide you with a response as soon as possible (and is required by law to respond within 90 days of receiving your complaint). Once a decision has been made, you may, in writing, request written reasons for the decision made by the Trustee. If no decision regarding your complaint is made within 90 days, then you may, in writing, request written reasons for the non-decision.

If you are not satisfied with the response, or your complaint has not been resolved within 90 days, you have the option of referring 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 superannuation funds’ 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 the matter by conciliation, which involves assisting you and Active Super to come to a mutual agreement. If no agreement is reached by conciliation, the Tribunal will determine the matter.

The contact details for AFCA are:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Phone: 1800 931 678

For more details please view our Complaints Resolution Procedures document.