How do I make a complaint?

We understand that you may have enquiries or concerns about your account from time-to-time. If so, please contact us, because we value your feedback. Most enquiries can be dealt with by phoning 1800 331 685, or using our online enquiry form.

You can also write to us at: 

UniSuper
Level 1, 385 Bourke St
Melbourne VIC 3000

We appreciate that sometimes enquiries may not be resolved to your satisfaction or may need further investigation. If this is the case, you can make a formal complaint through our internal complaints process. This is a free service to you.

To make a complaint, contact us on 1800 331 685, or write to:

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

To help us resolve your complaint as quickly as possible, make sure you:

  • Provide your name, UniSuper membership number, date of birth, address and details of your preferred method of contact.
  • Provide a summary of your complaint. What are the issues central to your complaint? What went wrong?
  • Let us know how we can solve your complaint. What is the outcome you are seeking?
  • Provide us with any supporting information which you think might help us understand your concerns.
  • Remember – the more information you provide us, the quicker we can understand the issue and attempt to resolve it.

When we’ve received your complaint, we’ll send you a confirmation letter. We will then attempt to resolve your complaint as quickly as we can, within a maximum of 90 days. We’ll keep you updated with the progress of your complaint investigation and will provide a written explanation of the outcome.

ARE YOU SATISFIED?

If you have any queries about the outcome of your complaint, please give us a call on 1800 331 685 so we can discuss the resolution with you or provide further details if required. 

If you’re still not satisfied with the outcome, or if your complaint wasn’t resolved within 90 days of lodgement, you can contact the Superannuation Complaints Tribunal (SCT). The SCT is an independent body established by the Federal Government to help members or their beneficiaries to resolve certain types of complaints.

You can contact the SCT on 1300 884 114, through www.sct.gov.au, or by writing to:

Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne VIC 3001

A couple of important notes:

  • Before the SCT can accept a complaint in relation to UniSuper, it must first go through our internal complaints process.
  • If your complaint relates to a disablement claim or death benefit, please note time limits apply in which to make a complaint.

OTHER CONTACTS

If your complaint is not an issue managed by the SCT, you may be able to raise your concerns with the Financial Ombudsman Service (FOS), again after going through our internal complaints process. FOS only investigates complaints about advice and advice services, not your super account. You can contact the FOS by calling 1800 367 287 or writing to:

Financial Ombudsman Service
Mail GPO Box 3
Melbourne VIC 3001

The SCT and FOS are both free services to you.

FURTHER INFORMATION

Would our Product Disclosure Statements (PDS), or other Fund documents, help answer your enquiry or complaint? Or would you like more information about how UniSuper operates? If so, this information can be found in the About Us and Forms and Documents sections of this website.