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Complaint Handling

SuperConcepts’ Complaint Handling Process

Your feedback is important to us. If you are unhappy with our products or service, we wish to know about it. We treat every complaint and feedback seriously with the aim to resolve your concerns as quickly as possible.

Knowing when we haven’t got it right helps us to identify ways to continually improve and helps us to continue to offer you the products and service you need.

What you can expect

SuperConcepts is committed to acting with integrity and fairness - this means we are committed to finding the right solution for you.

Your experience – we will ensure all our interactions are respectful and professional. We will listen to you and you will always get time to tell us about your experience.

Accessible – we will ensure that our complaint handling and feedback processes are easy to find and use. We will share with you what information may be needed and why. The complaint resolution process is free of charge.

Transparent – we will explain the steps in the complaint process and communicate with you free of jargon.

Accountability – we will take ownership of what we do and commit to deliver on what we promise, we will keep you updated on the progress of your complaint.

Integrity – we will behave with respect and sensitivity to all our customers and act honestly in all that we do.

 

How long does it take?

If SuperConcepts cannot resolve your issue within 5 business days we will escalate to our Complaints Team.  You may request that your issue be escalated to our Complaints Team if you are not satisfied with our initial response.

The timeframe in which we will aim to resolve depends on the type of complaint and product you have with the following indications subject to exceptional circumstances –

Credit related complaints involving hardship notices or requests to postpone enforcement proceedings: 21 calendar days after receiving the complaint
Credit related complaints involving default notices: 21 calendar days after receiving the complaint
Superannuation trustee complaints: 45 calendar days after receiving the complaint
Superannuation death benefit distribution complaints: 90 calendar days after receiving the complaint
Standard complaints (anything that doesn’t fit above): 30 calendar days after receiving the complaint

We always aim to resolve your complaint as quickly as possible. However, there may be exceptional circumstances where the timeframes may be extended. We will contact you if this is relevant to your complaint and explain your options.

How to make a complaint
  • In writing: email us or send us a letter
  • By phone: speak to one of our staff in our contact centres.
  • Via our Website

How to get in touch

Your enquiry or complaint may be received by telephone, email or by post.

SuperConcepts Phone:  1300 023 170

Email: feedback@superconcepts.com.au

Address:  GPO Box 9981, Adelaide SA 5001

You can also raise your complaint directly with our Client Services Team or via the Contact Us option on our website https://superconcepts.com.au/about-us/contact-us

 

What do you need to do?

To assist us deal with your complaint quickly, please include the following information:

  • The word 'Complaint', Fund Name and your Fund ID if known in the heading or subject line
  • Your name and contact details, including your daytime phone number and email address
  • Details of your complaint
  • Copies of any relevant documents
  • The outcome you would like
  • We recommend you keep a copy of your complaint and original documents for your records.

Getting help to make a complaint

If you need support or help to make a complaint you can ask an authorised representative, family member or friend to contact us on your behalf. We need your permission to speak with anyone else about your complaint, this can be verbally or in writing.

If you have a hearing or speech impairment you can use the National Relay Service as per the following:

  • TTY (Text Telephone) users – phone 133677 then ask for the SuperConcepts telephone number you wish to contact
  • Speak and Listen (speech to speech relay) users – phone 1300 555 727 then ask for the SuperConcepts telephone number you wish to contact.
  • Internet relay users – visit the National Relay Service website http://relay service.gov.au/making-a—call/

And ask for the SuperConcepts number you wish to contact.

The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131450.

Hardship and Financial Difficulty

If as a result of your complaint you are experiencing hardship or financial difficulty, please let us know as soon as possible so we can discuss your circumstances and possible solutions.

Our response

We will acknowledge your complaint promptly (usually within 24 hours of receipt) and we will provide you a written explanation (when the response has not been resolved within 5 days or where you have requested a response in writing).

The written explanation will explain:

  • Our investigation into your complaint
  • Attempts to resolve your complaint
  • Reasons for our decision
  • How you can access any documents considered
  • How you can escalate the complaint to an external organisation (and their contact details) if your complaint has not been resolved to your complete satisfaction.

We may also call you to further discuss your complaint and reach a resolution.

What if your complaint is still unresolved?

If an issue has not been resolved to your satisfaction, or if we have not responded within the above timeframes, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA.

AFCA provides fair and independent complaint resolution service that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.