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Inquiries and Complaints
The Trustee provides an inquiry and complaints service for members. Through this service, you may make a general inquiry about your superannuation benefits or the operation of the Fund as it relates to you, or make a complaint if you are dissatisfied about some aspect of your membership or benefits. Any inquiries or complaints should be addressed in the first instance to:
The Inquiries Officer
SMA Consultants Pty Ltd
Level 16, 114 William Street
Melbourne Victoria 3000
Telephone: (03) 9602 3848
Fax: (03) 9602 3554
Under Government legislation, the Trustee is given 90 days in which to respond to your inquiry or complaint. However, a response will generally be given within 30 days.
The Trustee endeavours to resolve all complaints through the internal complaints process. In the event that you are unsatisfied with the handling or outcome of your complaint or you have not received a response from the Trustee within the required time, you may contact the Superannuation Complaints Tribunal.
The Tribunal is an independent body set up by the Federal Government to assist members or dependants to resolve certain types of complaints. It is intended to be a fair, economical, informal and efficient way of settling complaints that cannot be resolved by the Trustee using the internal inquiry and complaints service, It should be noted, however, that you must first go through the internal complaints process before approaching the Tribunal. Complaints to the Tribunal must be in writing and be accompanied by a Registration of Complaints form which is available from the Tribunal. An informal guide which sets out details of the Tribunal's operation is also available.
If the Tribunal accepts your complaint, it will attempt to resolve the matter through conciliation which involves assisting you and the Trustee to come to a mutual agreement. If conciliation is unsuccessful, the Tribunal will review the matter and make a decision which will be binding on all parties.
If you wish to lodge a complaint with the Tribunal or if you want a copy of the information guide, you can contact the Tribunal on 1300 884 114 (for the cost of a local telephone call). Alternatively, you can contact the local state office of the Australian Securities
and Investment Commission on 1300 300 630.
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