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, firstname.lastname@example.org 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 5 business days to acknowledge receipt of the Complaint and request any additional information.
- Seek to resolve the Complaint within 10 business days of receipt of the Complaint.
- Provide you with updates every 20 business days until resolved.
- Refer the Complaint to the Trustee Board if it remains unresolved within 60 calendar days of receipt of the Complaint, or if you otherwise request. The Trustee Board will deal with your Complaint as quickly as possible and must advise you in writing of the decision made in relation to your Complaint within 90 calendar days of receipt of the Complaint.
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: