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Our Advice centres
Opening hours: Due to rising COVID cases and risk to both members and staff, all offices are closed for walk-ins until 1st February, 2022. You can still contact us by phone and online.
We take member feedback and concerns seriously. If you're not satisfied with our products or services, we have a complaint resolution process to address your concerns.
How to lodge a complaint
We will send you an acknowledgement once we’ve received your complaint and let you know the details of the investigating officer assigned to look into the matter. There is a legislative requirement that we respond within 90 days of receiving your complaint, however we always aim to reply as soon as possible.
You can contact the investigating officer at any stage for an update on the progress of your complaint. Our response will include the outcome of the investigation, the reason for our decision and any options for further review.
External dispute resolution process
If you don’t receive a response to your complaint within 90 days, or are not satisfied with our final response, you have the option of lodging a complaint with the Australian Financial Complaints Authority (AFCA)
The AFCA contact details are:
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority - GPO Box 3, Melbourne Vic 3001
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