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Complaint Handling Policy

Policy Statement

This is the Australian Retirement Trust Complaint Handling Policy. This policy outlines relevant information for customers on how to lodge a complaint with Australian Retirement Trust, key steps in the complaint resolution process in Australian Retirement Trust, and details about accessing the Australian Financial Complaints Authority (AFCA).

Australian Retirement Trust is the name we use to describe the business that offers a range of superannuation products and related financial services. Australian Retirement Trust Pty Ltd (ABN 88 010 720 840, AFSL No. 228975) is the Trustee of Australian Retirement Trust (ABN 60 905 115 063). Financial product advice is provided by representatives of Sunsuper Financial Services Pty Ltd (ABN 50 087 154 818, AFSL No. 227867), wholly owned by Australian Retirement Trust. Administration services are provided by Precision Administration Services Pty Ltd (ABN 47 098 977 667, AFSL No. 246604) (Precision), wholly owned by Australian Retirement Trust.

Precision has its own Privacy Policy that relates to the clearing house products it issues, Australian Retirement Trust clearing house and Beam.

Why do we have this policy?

By law, the Australian Financial Services (AFS) Licensees of each of Australian Retirement Trust must have an internal dispute resolution (IDR) procedure that details how we manage complaints about how we provide financial services. Our aim is to provide fairness to you and all parties throughout the investigation and resolution process. This policy explains the principles for how we manage complaints.

Key Principles

All complaints must be handled efficiently and effectively in accordance with legislative requirements with the aim of ensuring we manage our complaint handling procedures objectively and fairly. We analyse complaint data to identify opportunities to improve our products and services, and the experience for members, members’ beneficiaries and third parties.

Scope

This policy sets out the process for internal dispute resolution (IDR) and applies to member, client or third-party interactions that meet the definition of a complaint, except comments made about a Australian Retirement Trust entity where a response is not expected, for example:

  • feedback provided through a survey; and/or
  • information provided solely to bring an issue to the attention of the Australian Retirement Trust, e.g. a webpage is not working as expected.

What is a complaint?

A complaint is an expression of dissatisfaction made to or about Australian Retirement Trust, related to its products or services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

Some examples of complaints include:

  • dissatisfaction with financial advice provided or delay in service in providing the advice
  • dissatisfaction with a service provided or delay in administering a superannuation account
  • dissatisfaction with terms or conditions related to one of our products
  • an objection to a proposed decision about how and to whom to pay a superannuation death benefit distribution
  • dissatisfaction with the handling of an insurance claim.

Who can make a complaint?

Complaints can be made by or on behalf of:

  • a member of Australian Retirement Trust or former member of Australian Retirement Trust
  • a beneficiary with an interest in a death benefit, including a person acting for the deceased member’s estate
  • a spouse or former spouse of a member who is, or intends to be, party to an agreement under the Family Law Act 1975 or subject to an order affecting superannuation and is eligible to request information about our member’s superannuation interest
  • authorised third parties e.g. financial advisers or legal practitioners
  • employers; or
  • service providers.

How to make a complaint

If you have a complaint about the financial products or services we provide, we want to know about it as soon as possible. You can lodge your complaint with us by:


Phone: 13 11 84
8.00am - 6.30pm (AEST) Monday to Friday

Post: The Complaints Manager
Reply Paid 2924
Brisbane QLD 4001

In person: Milton – Cribb Street
30 Little Cribb Street
Milton QLD 4064
8.30am - 5.00pm Monday to Friday

Online: australianretirementtrust.com.au/contact-us

Live chat: australianretirementtrust.com.au/contact-us
8.00am - 6.30pm (AEST) Monday to Friday

To help us respond to your complaint in a timely and efficient manner, please let us know as much information as possible about your complaint:

  • your full name and contact details
  • your member number (if you are a member)
  • the details about your complaint including supporting documentation, where appropriate; and
  • the resolution you are seeking.

Extra help to make a complaint

If you need some help to make a complaint, or you’d like more information, please visit australianretirementtrust.com.au/contact-us or call 13 11 84 and we will help you to make your complaint.

Our process

When we receive your complaint, we will promptly begin investigating the complaint so we can resolve it for you as quickly as possible.

If we haven’t resolved your complaint at the first point of contact, we will follow these steps to try and resolve your complaint.

Acknowledgement

When we receive your complaint, we’ll let you know.

We may acknowledge your complaint verbally or in writing, based on the method you used to lodge the complaint and any preferences you’ve expressed about the communication method you prefer. For example, you might have listed your email address in Member Online and given permission for us to use it.

Early resolution – 5 business days

We will always try to resolve your complaint as quickly as possible. Most complaints should be able to be resolved within 5 business days of us receiving it.

Your complaint will immediately be referred to our specialist team for investigation and written response if it relates to:

  • the decline of an insurance claim;
  • the value of an insurance benefit; or
  • a decision of the Australian Retirement Trust Trustee or failure by the Trustee to make a decision, relating to a complaint.

We will always provide you with a written response if you request it. If we cannot resolve the complaint for you within the first five business days, your complaint will be referred to our specialist team for further investigation and we will provide you with a written response.

Investigation & assessment

Where the complaint does not resolve within the first five business days, it is referred to our specialist team for further investigation. The timeframe to resolve the complaint will be dependent on the subject matter and complexity of the circumstances.

Where possible, we will provide you with a written response to your complaint within the following timeframes:


Reason for complaint Timeframe to respond
Financial advice services we provide Within 30 calendar days after receiving your complaint
Administration of your superannuation benefit or insurance claim Within 45 calendar days after receiving your complaint
Distribution of superannuation death benefit Within 90 days, once the 28-calendar-day period for objecting to a proposed death benefit distribution has expired.

If we won’t be able to meet the timeframe above, we’ll let you know the reason/s for the delay in writing and explain your right to escalate the matter to the Australian Financial Complaints Authority (AFCA) including AFCA’s contact details.

What next?

If you are not satisfied with the outcome of your complaint or your complaint has not been handled fairly and reasonably within the required timeframe, you can refer the matter to AFCA. AFCA provides fair and independent complaint resolution service for financial services, and their service is free to use. You can contact AFCA by:

Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority Limited
          GPO Box 3
          Melbourne VIC 3001
Website: afca.org.au
Email: info@afca.org.au

Privacy

We only gather the relevant personal information we need to address a complaint.

You can read our Privacy Policy online at australianretirementtrust.com.au/privacy.

Important information about making a complaint

Below are factsheets and policies which provide important information about making a complaint.

download icon Complaint Handling Guide

download icon Australian Retirement Trust member/employer important information about making a complaint factsheet

download icon Australian Retirement Trust clearing house important information about making a complaint factsheet

download icon Beam important information about making a complaint factsheet

download icon Clearing house Complaints Policy

download icon Beam Complaints Policy