The team at Australian Catholic Superannuation are sensitive to all concerns and dissatisfactions that develop into a complaint and look forward to working with members with any complaint seriously, expeditiously and with a goal to drive a fair member outcome.
From 5 October 2021, the way we handle complaints will change. However if you have an issue or wish to raise a complaint, the first step is to contact our Member Services team as many issues can be resolved via a phone interaction.
Who can make a complaint?
- a member or former member of the Fund;
- a non-member spouse for family law purposes;
- persons acting for a member, former member or potential beneficiary. For example, a solicitor, in which case this should be established and verified through a signed written authority;
- persons acting for the estate of a former member, in which case this fact should be established and verified through production of the will and the death certificate, probate or letters of administration);
- a beneficiary, potential beneficiary or a dependant of a deceased member (in the case of a death benefit); or
- any person claiming that they have suffered loss of damage as a result of relying on information outlined in ACS’s disclosure documents (of on the actions of the Trustee in relation to disclosure).
How to lodge a complaint
Get in touch with the Complaints team at Australian Catholic Superannuation. The complaints team can be contact as follows:
The Complaints Officer
Australian Catholic Superannuation & Retirement Fund
PO Box 656
Burwood NSW 1805
1300 658 776
What happens when a complaint is lodged?
Complaints will be acknowledged as soon as reasonably practicable, usually within one business day.
Complaints will be dealt with through the Fund’s Dispute Resolution Policy and Procedures and you will receive a full response following a thorough investigation. Our Trustee will attempt to resolve your complaint as soon as possible, however the timelines will be dependent on the nature of your complaint.
Below are the legislative timeframes in which we have to issue a response.
|Complaint Type||Maximum timeframe for response|
|Standard complaints||Within 30 calendar days|
|Traditional trustee complaints||Within 45 calendar days|
|Superannuation trustee complaints (except complaints death benefit distributions)||Within 45 calendar days|
|Complaints about superannuation death benefit distributions||Within 90 calendar days after expiry of 28 calendar day period for objecting to a proposed death benefit distrubution|
What happens if I do not accept the complaint outcome?
If you do not accept our decision, or if we do not make a decision as per the legislated timeframes, you may complain to the complaints authority, Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is available at no extra cost to Fund members.
Although you can refer the matter to AFCA at any time, they will not usually deal with your complaint until it has been through our complaints handling process.
You can contact the AFCA on the following:
Telephone: 1800 931 678
Postal: GPO Box 3, MELBOURNE VIC 3001