Complaints

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.
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Complaints

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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.

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
  • 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. 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, or if you have not received a response within 90 days, 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 

Email using  [email protected] 

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

Frequently Asked Questions

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.

If you’re contributing by BPAY, it can take Vision Super up to two business days to receive your contribution, then up to three business days to process, although most are done the same day they are received. This will depend upon your financial institution’s processing times.

If you’re contributing by cheque, you will need to allow enough time for your chosen postage method to reach us. Once it has arrived, it can take up to five working days to process.

We can also process contributions by EFT, however, this may take up to three business days.

Best Doctors can help you if you are dealing with an illness, or a chronic or serious condition.

Through your insurance, you and your family get access to Best Doctors which connects you with a network of 50,000 leading medical specialists from around the world. It offers a second opinion when you need it most, to make sure you received the right diagnosis and are on the best treatment plan. You can use Best Doctors at anytime, anywhere, as often as you need for no extra cost, and it’s completely confidential.

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.