Complaints Policy
How to make a complaint
At Media Super we value our members' feedback and take all concerns and complaints very seriously. Your feedback allows us to continually improve our processes, products and services to provide you with an even better experience and retirement outcome.
We believe that most concerns and complaints can be resolved at the time they arise and would value the opportunity to resolve your issue. Please call the Helpline on 1800 640 886 (if calling from overseas, dial +61 3 8687 1854) or your Business Development Manager in the first instance to discuss your concern.
If you are dissatisfied with any aspect of the Fund, you can also contact us by :
- Writing to us:
Media Super Complaints Officer
GPO Box 4303;
Melbourne VIC 300 - Submitting an online enquiry form
Our Helpline and Business Development Managers can assist you to make a complaint. We can also help you in a number of languages: Vietnamese, French, Spanish, Hindi and Mandarin. To use our translation service, simply request to use a translator when you call the Media Super Helpline.
How we deal with complaints
All complaints will be acknowledged promptly and, in most cases, addressed within 30 days. The maximum timeframes for providing a response are:
| Complaint type | Maximum time frame for response |
|---|---|
| Superannuation complaints (except complaints about death benefit distributions) | 45 calendar days |
| Complaints about death benefit distributions | 90 calendar days after expiry of the 28-calendar day period for objecting to a proposed death benefit distribution |
In resolving your complaint, we will:
- acknowledge your complaint and make sure we understand the issue
- record your complaint and investigate the matters raised
- do everything we can to fix any problems
- keep you informed of our progress
- give you a reference number and contact details so that you can follow up at any time and
- provide a written resolution letter which explains our investigation, decision and reasons for our decision.
What happens if you do not accept the complaint outcome?
If you do not accept our decision, or if we do not make a decision within the above timeframes, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
For more information or to lodge a complaint with AFCA:
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call within Australia)
In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001