Internal Dispute Resolution

Australian Food Super has an Internal Dispute Resolution process to deal with complaints by members and beneficiaries.

Complaints may be made to Australian Food Super in writing by letter or e-mail, or may be accepted over the phone. The preference is that complaints are in writing detailing the subject of the complaint and the expected resolution.

If you would like to make a complaint about any aspect of your membership, or a decision of the Trustee, please:

Write to:
Australian Food Super Complaints
Locked Bag 5390
Parramatta NSW 2124

Email:
complaints@ausfoodsuper.com.au

Call:
Member Hotline
Toll Free: 1800 808 614 8.30am-6.30pm EST
Fax: 1300 855 378

From overseas:
+61 2 8571 5453

Pension Hotline
Toll Free: 1800 255 521 8.30am-6.30pm EST

We will attempt to resolve the complaint and provide a response as soon as possible; in most cases this will occur within a maximum of twenty days from the date that we receive a response, however where the matter is more complex it may take longer.

By law we must provide a response within a maximum of ninety days.

External Dispute Resolution

If you are not satisfied with our action or response to a complaint, or we have not provided a response within ninety days, you may refer the matter to an External Dispute Resolution body.

These bodies are independent of the Trustee and there is no cost to have the complaint dealt with by these bodies.

The relevant External Dispute Resolution body is the Australian Financial Complaints Authority (AFCA).

Please note: There are some time limits for lodging certain complaints with AFCA. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.

Their contact details are:

Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, MELBOURNE VIC 3001