Complaints procedure

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:

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 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.

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:

Phone: 1800 931 678 (free call within Australia)
In writing to: 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handled by the SCT and FOS.Please note, no complaints will be transferred from the SCT or FOS to AFCA, and complaints withdrawn from the SCT or FOS will not be able to be re-lodged with AFCA.