Complaints procedure

 

Vision Super's complaints procedure

At Vision Super, service is one of the values we live by, and when our members don’t feel they’ve received excellent service from us, we always look for ways we can improve.

If you’re not happy with our work, then we’re disappointed, and we’re committed to helping you solve the problem as quickly as possible.

We hope talking to us or sending us an email can help solve your issue before it becomes a complaint – you can call our Member Services team on 1300 300 820. Our phone lines are open Monday – Friday, 8.30am – 5pm, or you can email us anytime at This email address is being protected from spambots. You need JavaScript enabled to view it. and we will reply the next business day.

If you have a complaint or are not satisfied with a response to your enquiry, you can use our complaints procedure.

Formal complaints

Getting your complaint in writing means we have all the details we need in order to try to solve your problem as quickly as we can. We ask you to include:

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

If you have any difficulty writing a letter of complaint, please contact our Resolutions Officer on 03 9911 3222. You can send your complaint to us by mail to:

The Resolutions Officer
Vision Super
PO Box 18041
Collins Street East
Melbourne  VIC  8003

Complaints can also be emailed to: This email address is being protected from spambots. You need JavaScript enabled to view it..

Complaints can also be submitted using our online form

We’re committed to helping you solve the problem as quickly as possible. By law, we have to consider and deal with your complaint through our internal complaints process within 90 days of receiving it, but we always try to resolve complaints more quickly than that. Whether we can do so depends on how complex the issue is.

Unresolved issues

We always try to resolve any complaints to the satisfaction of all concerned and in the best interests of all its members. However, if the matter is not resolved to your satisfaction, you may take the matter to the Superannuation Complaints Tribunal (SCT).

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 that 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 1800 367 287 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 office of the Australian Information Commissioner on 1300 363 992 or via www.oaic.gov.au

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