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
Complete our online form below and submit your feedback
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: firstname.lastname@example.org
- 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.
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.