Complaints

This page sets out the process for internal dispute resolution (IDR) and applies to member, client or third-party interactions that meet the definition of a complaint, except comments made about an Australian Retirement Trust entity where a response is not expected, for example:

feedback provided through a survey; and/or
information provided solely to bring an issue to the attention of Australian Retirement Trust, e.g. a webpage is not working as expected.

All complaints must be handled efficiently and effectively in accordance with legislative requirements with the aim of ensuring we manage our complaint handling procedures objectively and fairly. We analyse complaint data to identify opportunities to improve our products and services, and the experience for members, members’ beneficiaries and third parties. For more information on our complaint handling process, and the entities of Australian Retirement Trust, please refer to our Complaint Handling Guide.

What is a complaint?

A complaint is an expression of dissatisfaction made to or about Australian Retirement Trust, related to its products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

Who can make a complaint?

Complaints can be made by or on behalf of:

a member of Australian Retirement Trust or former member of Australian Retirement Trust, Sunsuper or QSuper
Former or current clients of QInvest
a beneficiary with an interest in a death benefit, including a person acting for the deceased member’s estate
a spouse or former spouse of a member who is, or intends to be, party to an agreement under the Family Law Act 1975 (Cth) or subject to an order affecting superannuation and is eligible to request information about our member’s superannuation interest
authorised third parties e.g. financial advisers or legal practitioners
employers; or
service providers.

How to make a complaint

If you have a complaint about the financial products or services we provide, we want to know about it as soon as possible. You can lodge your complaint with us by:

calling us
visiting our Member Reception
posting us a letter
by emailing us online, or
through the Australian Retirement Trust App.

Phone: 13 11 84
7:00am–7:30pm AEST Monday to Friday

Post: The Complaints Manager
Reply Paid 2924
Brisbane QLD 4001

In person: View our Member Centre locations.

Online: Email us online here

Live chat: australianretirementtrust.com.au/contact-us
7:00am–7:30pm AEST Monday to Friday

To help us respond to your complaint in a timely and efficient manner, please let us know as much information as possible about your complaint:

your full name and contact details
your member number (if you are a member)
the details about your complaint including supporting documentation, where appropriate; and
the resolution you are seeking.

Extra help to make a complaint

If you need some help to make a complaint, or you’d like more information, please visit australianretirementtrust.com.au/contact-us or call 13 11 84 and we will help you to make your complaint.

Our process

When we receive your complaint, we will promptly begin investigating the complaint so we can resolve it for you as quickly as possible.

If we haven’t resolved your complaint at the first point of contact, we will follow these steps to try and resolve your complaint.

Acknowledgement

When we receive your complaint, we’ll let you know.

We may acknowledge your complaint verbally or in writing, based on the method you used to lodge the complaint and any preferences you’ve expressed about the communication method you prefer. For example, you might have listed your email address in Member Online and given permission for us to use it.

Resolution

We will always try to resolve your complaint as quickly as possible. Your complaint will promptly be referred to our specialist team for investigation and written response if it relates to:

a financial hardship claim
the decline of an insurance claim;
the value of an insurance benefit; or
a decision of the trustee of Australian Retirement Trust or failure by the trustee to make a decision, relating to a complaint.

We will always provide you with a written response if you request it. If we cannot resolve the complaint for you within the first five business days, your complaint will be referred to our specialist team for further investigation and we will provide you with a written response.

Investigation & assessment

Where the complaint does not resolve within the first five business days, it is referred to our specialist team for further investigation. The timeframe to resolve the complaint will be dependent on the subject matter and complexity of the circumstances.

Where possible, we will provide you with a written response to your complaint within the following timeframes:

Reason for complaint	Timeframe to respond
Financial advice services we provide	Within 30 calendar days after receiving your complaint
Administration of your superannuation benefit or insurance claim	Within 45 calendar days after receiving your complaint
Distribution of superannuation death benefit	Within 90 days, after, the 28-calendar-day period for objecting to a proposed death benefit distribution has expired.

If we won’t be able to meet the timeframe above, we’ll let you know the reason/s for the delay in writing and explain your right to escalate the matter to the Australian Financial Complaints Authority (AFCA) including AFCA’s contact details.

What next?

If you are not satisfied with the outcome of your complaint or your complaint has not been handled fairly and reasonably within the required timeframe, you may be able to refer the matter to AFCA. AFCA provides fair and independent complaint resolution service for financial services, and their service is free to use. You can contact AFCA by:

Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Website: afca.org.au
Email: info@afca.org.au