If you wish to make a Formal Complaint about the operations or management of the Fund or about a decision of the Trustee, you can do this by contacting the Fund’s Complaints Manager at 1300 360 907, email@example.com or PO Box 3035 Rhodes NSW 2138 Australia.
Where you lodge a Formal Complaint in written form (whether by post, fax or email), we will:
- Contact you within 1 business day to acknowledge receipt of the Complaint and request any additional information.
- Seek to resolve the Complaint within 5 business days of receipt of the Complaint without formal response, and 45 calendar days with formal response.
- Seek to resolve the Complaint within 90 calendar days for death benefit distributions.
Full details of Christian Super’s complaint process can be found in the Fund’s Complaints Handling Policy which may be requested from the Complaints Manager through the contact details above.
If the matter is not resolved to your satisfaction by the Trustee, you may contact the Australian Financial Complaints Authority (AFCA). AFCA is an independent body established by the Commonwealth Government to deal with complaints from consumers in the financial system, including in relation to superannuation, and you can contact AFCA without incurring any fees or charges using the following contact details: