COMPLAINTS

We hope that you never have cause to complain, however, if you wish to make a formal complaint we have an internal complaints process to assist you.

Formal Complaints

Complaints should be made in writing, and include:

• Your name, address and telephone number;
• Your membership number;
• A short description of the complaint;
• The names of the Vision Super staff you dealt with up to the date of the complaint; and
• Any relevant supporting documentation.

If you have any difficulty writing a letter of complaint, please contact our Complaints Officer on (03) 9911 3222 or 1300 300 820 for regional callers. You can send your complaint to us by fax (03) 9911 3229 or mail :

The Complaints Officer
Vision Super
PO Box 18041 Collins Street East
Melbourne Victoria 8003

Superannuation Complaints Tribunal

The Superannuation Complaints Tribunal (SCT) is an independent body established by the Federal Government to assist members and beneficiaries to resolve superannuation complaints. The SCT can only hear a complaint once the matter has been dealt with by the Fund's complaints resolution process, and the member or beneficiary concerned is not satisfied with the outcome.

Please note that the SCT cannot deal with a complaint that concerns the management of the fund as a whole; or is subject to court proceedings. You can contact the SCT on 1300 884 114 or +61 3 8635 5580. Visit their website at www.sct.gov.au.

Financial Ombudsman Service

Vision Super is also a member of an external dispute resolution scheme called the Financial Ombudsman Service (FOS). If your complaint falls outside the jurisdiction of the SCT, you may have the right to take your complaint to FOS. This is a free service to you. You can contact the FOS on 1300 780 808 or visit their website at www.fos.org.au

Privacy complaints

If your complaint relates to a breach of privacy that is not resolved by our internal complaints process, you can refer it to the Privacy Commissioner. The Privacy Commissioner can be contacted on 1300 363 992.