Complaints

Making a complaint

Providing great service and genuine care underpins everything we do. If something has gone wrong, or you’re not happy with our service, we want to do our best to fix it quickly.

Here are some ways you can lodge your complaint

Call

1800 331 685
8.30am to 6.00pm (Melbourne time)
Monday to Friday

+61 3 8831 7901 from outside Australia

Online form

Complete our online form below and submit your feedback

Postal mail

Complaints Officer,
UniSuper,
Level 1, 385 Bourke St,
Melbourne VIC 3000

How we handle your complaint

We'll provide confirmation when we receive the complaint and keep you updated as we progress with our investigation.

From 5 October, you can expect an outcome within:

30 days for financial advice complaints
45 days for super complaints
90 days for objections to death benefit distributions (starting after the 28-day deadline to submit your objection).

There may be times where we can’t reasonably respond within these timeframes. We'll let you know in writing if this happens.

For more information about our complaints process, download our Complaints Policy (PDF, 120 KB).”

If you're not satisfied with our response

You can make a complaint at any time with the Australian Financial Complaints Authority (AFCA). This includes when you’re unhappy with our formal response, you haven't received a response within the applicable timeframe, or you'd prefer to speak to someone else.

AFCA provides a fair and independent complaint resolution service at no cost.

You can lodge a complaint with AFCA by:

Phone: 1800 931 678
Email: info@afca.org.au
Mail: Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne VIC 3001

It's important to note that there are time limits for lodging certain complaints. This includes complaints about a death benefit payment, which must be lodged with AFCA within 28 days of receiving our written decision.

Visit afca.org.au for more information about AFCA and their complaint resolution approach.

Submit your complaint online

Any information you provide is collected and used in accordance with our Privacy statement and Privacy Policy.

* Required field

This complaint is about*

Given name*

Surname*

Date of birth*

Email*

Phone number, including area code (optional)

Member or pension number (optional)

Complaint details*

What's the outcome you're seeking?

We need to collect your personal information so we can respond to your enquiry. We are committed to protecting your personal information and the confidentiality of your information in accordance with our privacy law obligations. Any information you provide is collected and used in accordance with our Privacy statement and Privacy policy. If you wish to contact UniSuper (you can remain anonymous if you prefer), please call us on 1800 331 685.

Using the National Relay Service

You can contact us through the National Relay Service (NRS) if you're deaf and/or find it hard hearing or speaking with people who use a phone.

The NRS offers:

Voice relay (speak and listen): 1300 555 727
SMS relay (text and listen): 0423 677 767
Teletypewriter (TTR): 133 677

You'll need to let the NRS know that you'd like to connect with UniSuper on 1800 331 685. There's no additional charge to use the NRS.

Visit the NRS website for more information.

Using the Translating and Interpreting Service

The Translating and Interpreting Service (TIS National) is an interpreting service provided by the Government for people who don't speak English.

TIS National's immediate phone interpreting service is available 24 hours a day, every day of the year.

You'll need to let the operator know that you'd like to connect with UniSuper on 1800 331 685.

Visit tisnational.gov.au for more information.