Governance

 

Governance

Maritime Super is a regulated and complying superannuation fund within the meaning of the Superannuation Industry (Supervision) Act 1993 (SIS Act). The Fund is an industry public offer fund which is governed by a legally binding document known as the Trust Deed. This sets out the responsibilities of the Trustee and employers and the entitlements of members.

Maritime Super Pty Limited is the Trustee company that is responsible for the management and operation of the Fund. As a company, it operates under a Constitution.

Conflict management

The Trustee expects that relevant conflicts are managed in such a way as to protect the interests of, and meet the reasonable expectations of, member and other beneficiaries. The Trustee takes all reasonable practical action to identify, avoid or otherwise manage conflict so that decisions are reached properly, on an informed basis and without undue influence.

The Trustee maintains a conflict management policy and a register of relevant interests and duties.

Complaints procedure

At Maritime Super, any enquiry or complaint by a member is a serious matter for us, so we have formal procedures in place to handle your complaints and enquiries. If there is some aspect of the Fund Operations you are not satisfied with, then you are entitled to make a complaint.

As your first port of call, contact Member Services on 1800 757 607, clearly stating the problem and what you would like to have done about it. Before you call us, make sure that you have the information and documents you need close at hand. Your call may be recorded for future reference.

 

If you are not satisfied with our response to your initial enquiry, please set out the details of the problem in a letter (or a fax or email) and send it to the Complaints Officer using the following details:

Maritime Super
Locked Bag 2001
QVB Post Office NSW 1230

Fax: 02 9261 3683
Email: info@maritimesuper.com.au

Once received, the Complaints Officer will ensure that your complaint is properly considered. You should expect to receive an acknowledgement within a week and a decision within 45 days. Some complaints may take a little longer to resolve, for example, a complaint in relation to a death or Total and Permanent Disablement claim. However, we are required to deal with all complaints within 90 days.

If you are not satisfied with our response to your complaint you may be able to go through our external dispute resolution process.

Operational matters and product advice

If your complaint relates to an operational matter (i.e. administration or communication, or relating to information or general financial product advice you have received from us) you may contact our appointed dispute resolution service:

Financial Ombudsman Service (FOS)
GPO Box 3
Melbourne VIC 3001

Phone: 1300 780 808
Email: info@fos.org.au

FOS will only assist with your complaint if you have already been through the internal complaints procedure.

Trustee decisions

If the complaint is about a Trustee decision or conduct which you think is unfair or unreasonable, you may contact the Superannuation Complaints Tribunal at:

The Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne VIC 3001

Phone: 1300 884 114
Email: info@sct.gov.au

The Tribunal is an independent body set up by the Government to assist members and beneficiaries to resolve certain types of complaints with fund trustees. If you do not first make a complaint through the internal complaints handling process, the SCT may not be able to deal with your complaint.