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Complaints

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.

As part of our feedback process, you have the right to ask or complain about Media Super's operations as it relates to your account.

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 or your Business Development Manager in the first instance to discuss your concern.

If you're not happy with the outcome, you can follow the below steps to lodge a complaint.

Media Super's Complaints Officer

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 submit your complaint in writing:

OnlineBy mail
Log in to your account and use the secure contact form to submit your complaint.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

Australian Financial Complaints Authority

If the matter is not resolved within 90 days, or you are dissatisfied with our response, you can contact 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

Complaints lodged before 1 November 2018

Please note, from 1 November 2018, AFCA replaced the Superannuation Complaints Tribunal (SCT) and Financial Ombudsman Service (FOS).

The SCT and FOS no longer accept complaints. 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 Please note, no complaints will be transferred from the SCT or FOS to AFCA, and complaints withdrawn from the SCT or FOS will not be able to be re-lodged with AFCA.