How to make a complaint
Not happy? Let us know so we can put it right
Excellent service is one of the values we live by. So, if you’re not satisfied, we encourage you to let us know.
In many cases, a quick phone call or email is all it takes to resolve an issue before it becomes a complaint. So, please feel free to call our Member Care team on 1300 547 873, Monday – Friday, 8.30am – 6pm, to talk through your concerns or email us anytime at hello@activesuper.com.au and we will reply the next business day.
If you’re still not satisfied with our response, you can ask that an issue be treated as a complaint.
How to make a complaint
Simply call Member Care on on 1300 547 873 and say that you want to make a complaint.
We’re committed to helping you solve the problem as quickly as possible. All complaints will be acknowledged promptly, within 24 hours or one business day. As required by law, our Resolutions Officer will consider, investigate and respond to your complaint through our internal complaints process within 45 days of receiving it (for death benefit distribution complaints, within 90 days).
We always try to resolve complaints quickly, but some matters are more complex and may take the full 45 days. Our response will detail the outcomes of our investigation and the reasons for our decision. There is no fee to make a complaint.
You can also submit your complaint in writing as follows:
Simply email us at resolutions@visionsuper.com.au
Online form
Complaints can also be submitted using our online form.
Post
The Resolutions Officer
Vision Super
PO Box 18041
Collins Street East
Melbourne VIC 8003
Unresolved issues
We always try to resolve any complaints to the satisfaction of all concerned and in the best interests of all our members. However, if the matter is not resolved to your satisfaction, or if you have not received a response within 45 days (or 90 days for death benefit distribution complaints), you may take the matter to the Australian Financial Complaints Authority (AFCA).
AFCA is a fair and independent dispute resolution body established by the Government to help resolve financial complaints. AFCA provides a free service.
You can contact AFCA on 1800 931 678
Visit their website afca.org.au
Email using info@afca.org.au
Or write to:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Time limits may apply to complaints to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
Privacy complaints
If your complaint relates to a breach of privacy that is not resolved by our internal complaints process, you can refer it to the office of the Australian Information Commissioner on 1300 363 992 or via www.oaic.gov.au
