We hope that you never have cause to complain, however, if you wish to make a formal complaint we have an internal complaints process to deal with it. Complaints should be made in writing to:
The Complaints Officer
Vision Super
PO Box 18041 Collins Street East
Melbourne Victoria 8003
Alternatively, you can fax your complaint to: (03) 9911 3299
The letter of complaint should include:
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Your name, address and telephone number;
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Your membership number;
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A short description of the complaint;
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The names of the Vision Super staff you dealt with up to the date of the complaint; and
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Any relevant supporting documentation.
If you have any difficulty writing a letter of complaint, telephone the Complaints Officer on (03) 9911 3222 or 1300 300 820 for regional callers.
Superannuation Complaints Tribunal
The Superannuation Complaints Tribunal (SCT) is an independent body established by the Federal Government to assist members and beneficiaries to resolve superannuation complaints. The SCT can only hear a complaint once the matter has been dealt with by the Fund's complaints resolution process, and the member or beneficiary concerned is not satisfied with the outcome. The SCT cannot deal with a complaint that:
Financial Ombudsman Service
Vision Super is also a member of an external dispute resolution scheme called the Financial Ombudsman Service (FOS). If your complaint falls outside the jurisdiction of the SCT, you may have the right to take your complaint to FOS. This is a free service to you.
Privacy complaints
If your complaint relates to a breach of privacy that is not resolved by our internal complaints process, you can refer it to the Privacy Commissioner. The Privacy Commissioner can be contacted on 1300 363 992.
