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 memberservices@visionsuper.com.au 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: resolutions@visionsuper.com.au.

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 Australian Financial Complaints Authority (AFCA).

AFCA is a fair and independent dispute resolution body established by the Government to help resolve financial complaints.

AFCA provides a free service.

You can phone the AFCA on: 1800 931 678 

Email using  info@afca.org.au 

Or write to:

Australian Financial Complaints Authority Limited  
GPO Box 3  
Melbourne VIC  3001

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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