Complaints

Providing great service and genuine care to our members underpins everything we do. If something has gone wrong or you’re not happy with our service, let us know about it so we can do our best to fix it quickly.

Get in touch

  • Call us on 1800 331 685
  • Email us via our online enquiry form
  • Chat with us via our live chat service

If you’re not satisfied

If your complaint isn’t resolved to your satisfaction or if you’d like us to investigate further, you can make a formal complaint through our internal complaints process.

Please call us on 1800 331 685, or write to:

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

Please include as much detail as possible and any supporting information about the issue.

We’ll send you a confirmation letter once we receive your complaint and try to resolve everything as soon as possible. We’ll also keep you updated with the progress of the investigation.

Not happy with our response?

If you’re unhappy with our response, or your superannuation related complaint wasn’t resolved within 90 days of lodgement, then you can take your complaint to the Superannuation Complaints Tribunal (SCT) or the Financial Ombudsman Service (FOS).

  • Before the SCT or FOS can accept a complaint in relation to UniSuper, it must first go through our internal complaints process.
  • The SCT and FOS are both free services.

Superannuation Complaints Tribunal

The Superannuation Complaints Tribunal (SCT) is an independent body established by the Federal Government to help members or their beneficiaries to resolve certain types of complaints. If your complaint relates to a disablement claim or death benefit, time limits apply.

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

Non-superannuation complaints

If your complaint is about our financial advice service you can contact the Financial Ombudsman Service (FOS) by calling 1800 367 287 or writing to:

Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001

Complaints received after 1 November 2018

From 1 November 2018, super complaints will be administered by the Australian Financial Complaints Authority (AFCA), which replaces the SCT, FOS and other financial complaint services. Once AFCA begins operation the SCT and FOS will no longer accept complaints.

We’ll provide more information about the AFCA process by 1 November 2018.

You can contact the AFCA on 1800 931 678, through www.afc.org.au or by writing to:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001