Looking to start an SMSF? We've tailored a solution to help meet your needs.

Learn more

You are currently on:

SuperConcepts’ Complaint Handling

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 of resolving 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 services 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?

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.

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


How to make a complaint

In writing: email us or send us a letter

By phone: speak to your dedicated Client Service Manager or one of our team members

Via our Website


How to get in touch

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

You can also raise your complaint directly with our Client Services Team or via the Contact Us option on our website.


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 and then ask for the SuperConcepts telephone 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 131 450.


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?

For complaints with regards to SuperConcepts’ provision of financial services and not in relation to the administration services:

Australian Financial Complaints Authority, or AFCA

Website: www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001