Call us
1300 366 216 Operating hours |
Employers
Operating hours
|
Advice Centres |
Advisor Assist |
Request a call back
Our Advice centres
Opening hours: Due to rising COVID cases and the affect on staff, some of our offices may be closed for walk-ins. Please contact us by phone or fill out the form above prior to visiting one of our branches.
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
Contact us by phone, mail, request a call back or visit one of our Advice Centres (see details above).
Download our guide on How to lodge a complaint (PDF 206kb)
-
Complaint process
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:
Online: www.afca.org.auEmail: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority - GPO Box 3, Melbourne Vic 3001
Check out how your future’s looking anytime, anywhere, with the VicSuper Mobile App.