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. We believe that most complaints can be resolved at the time of the issue, so please talk to your business development manager or phone us on 1800 640 886 to discuss your concern.
If you need further help, here are some steps you can take:
Media Super welcomes feedback and has a procedure in place to deal with member complaints. If you are dissatisfied with any aspect of the Fund, please write to us at: Media Super Complaints Officer GPO Box 4303 Melbourne VIC 3001. All complaints will be acknowledged promptly and, in most cases, addressed within 30 days. You will receive a written reply detailing Media Super’s decision
Superannuation Complaints Tribunal
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.
Financial Ombudsman Service
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.
Changes to the complaints procedure from 1 November 2018
From 1 November 2018, the Australian Financial Complaints Authority will replace the SCT and FOS, and will deal with complaints made on and after this date.
The SCT and FOS will stop accepting complaints after 31 October. Any complaints made before 1 November 2018 will continue to be handled by the SCT and FOS.
Please note, no complaints will be transferred from the SCT or FOS to AFCA, and complaints withdrawn from the SCT or FOS will not be able to be re-lodged with AFCA.
For more information on AFCA please visit www.afca.org.au.