Complaints

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. It all adds up.

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 [email protected] 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.

How to make a complaint

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 (if known)
  • A short description of the complaint
  • Any relevant supporting documentation.

You can submit your complaint one of three ways:

Post

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

Email

Simply email us at [email protected]

Online form

Complaints can also be submitted using our online form.

If you have any difficulty writing a letter of complaint, please call the Member Services Team on 1300 300 820.

We’re committed to helping you solve the problem as quickly as possible. All complaints will be acknowledged promptly, within 24 hours or one business day. As required by law, our Resolutions Officer will consider, investigate and respond to your complaint through our internal complaints process within 45 days of receiving it (for death benefit distribution complaints, within 90 days). We always try to resolve complaints more quickly than that. Whether we can do so depends on how complex the issue is. Our response will detail the outcomes of our investigation and the reasons for our decision. The process is free of charge.

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, or if you have not received a response within 45 days (or 90 days for death benefit distribution complaints), 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 contact AFCA on 1800 931 678

Visit their website afca.org.au

Email using  [email protected]

Or write to:

Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC  3001

Time limits may apply to complaints to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

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

Frequently Asked Questions

We’re required to have Target Market Determinations under the Treasury Laws Amendment (Design and Distribution Obligations and Product Intervention Powers) Act 2019.

This is to make sure we’re keeping members at the centre of our approach to the design and distribution of our financial products.

This legislation requires financial services product issuers to design products that are appropriate for the consumers in the target market and consistent with their objectives, financial situation, and needs.

A Target Market Determination is a document which describes who a product is appropriate for (target market), and any conditions around how the product can be distributed to customers. 

It also describes the events or circumstances where we may need to review the Target Market Determination for a financial product.

It depends how your details have been changed. The most common request is changing a surname due to marriage, which you can do with a certified copy of your marriage certificate, and a Vision Super “Change of Personal Details form” found here: view form

If you have changed your name another way, we recommend you contact us first on 1300 300 820 so we can outline what documents we need to change your details without issue.

If you want to change your address, you can do this by logging onto the secure member portal online, or calling our Member Services team on 1300 300 820.

You can check your balance 24/7 via Vision Online, our secure member secure site, or via the Vision Super app for mobile devices. You can also contact our Member Services on 1300 300 820 or by emailing us on [email protected]

Here’s how it works. You may be able to receive a tax-free contribution from the Government when you make a non-concessional (after-tax) contribution to your super account.  The maximum entitlement that can be received is $500 where your total income is $41,112 or less in the 2021/22 year. This reduces on a sliding scale and cuts out if your total income is above $56,112 in the 2021/22 year.

This is, of course, provided you satisfy work, income and age tests.

Please note that the income threshold test for the co-contribution is your total income, which is calculated as follows:

Total income (assessable income + reportable fringe benefits + reportable employer super contributions – allowable business deductions).

In very basic terms, ‘salary sacrificing’, or ‘salary packaging’ means using some of your before-tax salary to pay for something. In superannuation terms, it is usually an arrangement between you and your employer to contribute some of your before-tax salary into your superannuation account.

In the 2021/2022 financial year, the maximum that can be contributed as before-tax payments is $27,500, this includes your employer SG payments of 10%.

Please note that any after-tax contributions made, where you obtain a tax deduction, are included in this contribution limit.

Already a Vision Super member?

The great news is you can now open your pension account online through the secure site.

Not a Vision Super member?

You’ll just need to open a Vision Personal account first and then you can transfer across to a Vision Super pension.