Dispute Resolution Procedure

The Plan has a formal Dispute Resolution Procedure to deal with member concerns or complaints.

Below is the procedure for making a complaint.

• The Plan's administrator handles initial complaints. Call the Service Centre on 1300 654 384;
  or fax on (02) 9372 6288;
  or e-mail the Plan.
• If the administrator cannot resolve your complaint, it will be forwarded to the Plan’s Superannuation Inquiry Officer (SIO).
• In exceptional circumstances, the SIO will take the inquiry or complaint to the Trustee for a decision or further advice.

The Trustee has 90 days to resolve the complaint.

If you follow the above procedure and are not satisfied with the resolution of your complaint, you can refer the matter to the Superannuation Complaints Tribunal (Tribunal) or the Financial Ombudsman Service (FOS).

The Tribunal is an independent body established by the Government to help resolve complaints by members about their superannuation fund. A member may take certain types of complaints to the Tribunal if the complaint is not satisfactorily resolved by the Trustee within the 90 day period. More information is available on the Tribunal's website at www.sct.gov.au or on 1300 780 808.

FOS is an external dispute resolution scheme that was established to provide free advice and assistance to consumers to help them in resolving complaints relating to members. The Trustee of the Plan is a member of FOS, and membership is a condition of the Plan's AFSL. There is no charge to members of the Plan for any service provided by FOS in handling complaints. More information is available at FOS's website at www.fos.org.au or on 1300 780 808.