About my complaint

New complaints

New complaints must be made to the Australian Financial Complaints Authority (AFCA). You can learn more about AFCA at www.afca.org.au

If you send a complaint to the Tribunal on or after 1 November 2018, it will be returned to you with instructions to contact AFCA.

 

Open complaints

At the Superannuation Complaints Tribunal, we deal with complaints about superannuation that were lodged with the Tribunal on or before 31 October 2018.

Each of our complaints is now at one of four stages: awaiting allocation to an analyst; being investigated; going through the conciliation process; or, at review (where a panel of Tribunal members will make a decision and the Tribunal will issue a determination).

 

Why is it taking so long to get to my complaint?

We understand that you may have been waiting some time for the Tribunal to resolve your complaint.

If you have not received a letter from us advising that your complaint will be withdrawn, your complaint remains open with the Tribunal pending allocation to an analyst. We have a large number of open complaints and are working to resolve them throughout 2019 and 2020.

Is my complaint being investigated?

We requested information from you in preparation for the investigation. This process means that the analyst can get straight to work on your complaint on the day it is assigned to them.

You will be notified when your complaint has been assigned to an analyst for investigation.

Why did you ask me for information if you weren't ready to investigate my complaint?

During the past six months, we have been requesting information from the complainants, trustees and insurers who are parties to our open complaints. We requested information from you in preparation for the investigation.

This process means that the analyst can get straight to work on your complaint on the day it is assigned to them.

When will my complaint be investigated?

While we cannot advise expected timing for the resolution of your complaint, we would like to assure you that your complaint remains open with us and will be investigated as soon as is practicable. The Tribunal has been allocated additional funding to assist with resolving open complaints throughout 2019 and 2020.

When will I next hear from you?

You will be notified when your complaint has been assigned to an analyst for investigation.

Can I transfer my complaint to the Australian Financial Complaints Authority?

No. The Australian Financial Complaints Authority (AFCA) started accepting complaints on 1 November 2018. Complaints lodged with the Tribunal on or before 31 October 2018 will remain with the Tribunal. For more information on this, see AFCA’s superannuation page here (scroll to the bottom of the page).

I’ve already sorted this out with the trustee. Can I close my complaint?

If you have reached a resolution with the trustee (the superannuation fund) since last contacting us, or if you no longer wish to proceed with your complaint, please let us know. You can email us at info@sct.gov.au or call our team on 1300 884 114.

So, what now?

We will contact you when your complaint has been assigned to an analyst for investigation. We understand that you may have been waiting some time for the Tribunal to resolve your complaint, and assure you that we are working through our complaints as quickly as possible.

I still have queries. How can I contact you?

You can contact us at any time to check on the progress of your complaint. Please email us at info@sct.gov.au or call our team on 1300 884 114.