We hope that you never have cause to complain, however, if you (or any person making a claim in respect of your membership of the fund) wish to make a formal complaint regarding any aspect of the operation of the Fund (including privacy issues) please write to:
The Complaints Officer
Vision Super
Level 5
1 Spring Street
Melbourne VIC 3000
The letter of complaint should include:
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Your name, address and telephone number;
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Your membership number;
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A short description of the complaint;
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The names of the Vision Super staff you dealt with up to the date of the complaint; and
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Any relevant supporting documentation.
If you have any difficulty writing a letter of complaint, telephone the Complaints Officer on (03) 9911 3222 or 1300 300 820 for regional callers.
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. The SCT cannot deal with a complaint that:
Financial Industry Complaints Service
Vision Super is also a member of an external dispute resolution scheme called the Financial Industry Complaints Service (“FICS”). If your complaint falls outside the jurisdiction of the SCT, you may have the right to take your complaint to FICS. This is a free service to you.
You may be eligible to take your complaint to FICS if you don’t receive a response to your complaint within 45 days or your complaint remains unresolved after going through Vision Super’s internal complaints process. FICS can be contacted on 1300 780 808 and its website is www.fics.asn.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.
