At Media Super we value your feedback. Your comments allow us to continually improve our processes and services, and provide you with an even better fund.
As part of our feedback process, you have the right to ask or complain about the operation of Media Super as it relates to your account. Most complaints can be dealt with informally, so please talk to your relationship manager, or phone us on 1800 640 886 to discuss your concern. If you need further help, here are some steps you can take:
- Write to the Complaints Officer, Media Super, GPO Box 4303, Melbourne VIC 3001 outlining the details of your complaint. We make every effort to deal with your concerns as quickly as possible, and aim to resolve it within 30 days.
- If the matter is not resolved within 90 days, or you are dissatisfied with our response, you can contact the Superannuation Complaints Tribunal (SCT). This is an independent body established by the Federal Government to help members or their beneficiaries to resolve certain types of complaints with Fund Trustees. Contact the SCT for the cost of a local call from anywhere in Australia on 1300 884 114 or visit www.sct.gov.au
If you have a complaint about a non-superannuation related product (for example, information provided by Media Super staff about banking or managed investment products) that we don’t resolve within the agreed time, generally 90 days, you can contact the Financial Ombudsman Service (FOS). This is an external complaints resolution scheme approved by the Australian Securities and Investments Commission. You can contact FOS on 1300 780 808 or visit www.fos.org.au.
Please note the SCT and FOS can only assist you after you have been through Media Super’s complaints procedure.
Trustee liability insurance
As an AFSL holder, Media Super has taken out professional indemnity insurance in accordance with the requirements of the Corporations Act. This policy covers claims arising from the conduct of employees and representatives who work, or have worked, for Media Super at the time of the relevant conduct.