Our complaints procedure

Enquiries and complaints

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.

Internal complaints procedure

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.

External complaints procedure

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.