RetireSelect Complaints Charter

Making a complaint is simple and easy. You can make a complaint by telephone or by advising of your complaint in writing.

Contact details:
Phone: 1800 640 055
Write to: PO Box 1282, Albury NSW 2640

Depending on the nature of your complaint, the Trustee may request for your complaint to be provided in writing to ensure all issues of concern are addressed in full. If required, the Trustee will provide assistance to you.

What should I include in my complaint?

When lodging your complaint, you should include:

  • Your name and contact details;
  • Details of your complaint with sufficient information to allow the Trustee to fully consider and assess it; and
  • Details of prior contact with RetireSelect in relation to the complaint, such as who you had contact with and when.

What are my rights when making a complaint?

You have the right to:

  • Easily lodge a complaint and where required, seek assistance to lodge it, at no charge;
  • Have your complaint dealt with in a fair, efficient and courteous manner;
  • Have your information treated in confidence, other than what is required to resolve your complaint and to meet regulatory requirements;
  • Seek your own legal advice;
  • Be informed of the criteria and processes for how your complaint will be dealt with;
  • Know that this Complaints Charter has been followed;
  • Be kept informed of progress of your complaint and advised of the reasons for our response; and
  • Provide directly relevant material in support of your complaint.

How will my complaint be handled?

Upon receipt of your complaint:

  • The Trustee will receive your complaint, record the details, give it fair and genuine consideration and seek to achieve fair outcomes;
  • The Trustee will enquire into your complaint and consult with the relevant staff and agencies as necessary within a reasonable timeframe, having regard to the nature and complexity of the complaint;
  • The Trustee will keep you informed of progress and seek to resolve the complaint;
  • If appropriate the Trustee will recommend changes to remedy the situation to prevent the situation recurring and will inform you of the decision made and reasons for the decision;
  • If you are dissatisfied with the decision the Trustee may reconsider the decision and inform you of how the decision may be reviewed;
  • If you are still dissatisfied with the decision or the Trustee has not made a decision within 45 days (or up to 90 days if agreed) you may take your complaint to the relevant external dispute resolution scheme (SCT). The contact details for the SCT are set out below;
  • The Trustee will treat your complaint with respect and handle your personal information in accordance with RetireSelect's privacy policy;
  • The Trustee will seek to keep the one person handling your complaint, as far as possible;
  • The Trustee may ask you for feedback about the complaint handling process and how it may be improved.

What do we want to achieve?

The Trustee's objectives in handling complaints are for:

  • A complaints service which is simple, visible and efficient;
  • Complaints to be addressed in consistent, systematic, prompt and fair manner, to the satisfaction of both parties;
  • Identification of trends in complaints and improvements to the products and services offered; and
  • Improvements to the complaints handling processes as a result of your feedback.

Feedback about our complaints service

You may be able to provide the Trustee with helpful feedback or suggestions about the complaints service so that the Trustee can continue to improve the level of service to customers.

How do I contact SCT?

If you are dissatisfied with the decision regarding your complaint or the Trustee has not made a decision within 90 days, you may take your complaint to the SCT which is the relevant external dispute resolution scheme.

The contact details for SCT are:
Superannuation Complaints Tribunal
Locked Bag 3060
Telephone: 1300 884 114
Fax: (03) 8635 5588

Please note that SCT is unable to consider a complaint unless you have first approached the Trustee about it and the Trustee has had 90 days to consider it.