At Vision Super, excellent 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.
We hope talking to us or sending us an email can help resolve your concern 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 are dissatisfied with our response, you can ask that it be treated as a complaint.
Lodging a complaint is straightforward. You can call us on the number provided above and state that you wish to make a complaint.
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.
You can also submit your complaint in writing in one of the following ways:
Simply email us at resolutions@visionsuper.com.au
Online form
Complaints can also be submitted using our online form at the bottom of this page.
Post
The Resolutions Officer
Vision Super
PO Box 18041
Collins Street East
Melbourne VIC 8003
We always try to resolve any complaints to the satisfaction of all concerned and in the best interests of all our 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 info@afca.org.au
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.
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
For further information about our Complaints handling process please refer to the Additional guide 9 – How we deal with complaints.