If you have any issues or complaints about your superannuation account with AUSCOAL Super, please contact an AUSCOAL service officer on 1300 AUSCOAL (1300 287 262) or +61 (02) 4948 3333, who’ll attempt to resolve your matter promptly. If, upon investigation, the service officer is unable to resolve the issue to your satisfaction, you may lodge a formal complaint to:
If you require assistance in the writing of your complaint to be able to adequately express your concerns, our service officers are available to help you either by phone or in person (by appointment only).
The Complaints Officer will formally review your complaint and forward a response within 90 days (maximum time allowed). If your complaint is not finalised to your satisfaction or the response is not received within 90 days, you have the right to pursue your complaint with the Superannuation Complaints Tribunal (SCT). The SCT is an independent body set up by the Federal Government to resolve complaints by superannuation fund members or their beneficiaries. The SCT will attempt conciliation between the Fund and the member or beneficiaries. If the matter is then not resolved, the SCT will make a review decision that is binding upon both parties. Note: The SCT is only able to decide on matters that have been through the Fund's internal complaints procedure.