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How to make a complaint

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Phone: 1300 650 873
International: +61 3 9131 6373
Email: complaints.officer@aware.com.au
Online: aware.com.au/contact
Write to us: Complaints Officer
Aware Super
PO Box 1229
Wollongong  NSW 2500


Support in making a complaint

Aware Super provides additional support for members who have a hearing or speech impairment (through the National Relay Service), or who may require an interpreter (through the Telephone Interpreter Service).

Who can make a complaint

  • Current and former members of Aware Super
  • Third parties who are authorised to act on behalf of the complainant
  • Beneficiaries with an interest in a death benefit or an insurance contract
  • An executor or administrator of a deceased member’s estate.
  • Non-members can also make a complaint to Aware Super about general matters (for example regarding our operations, investment decisions, advertising, or public statements, etc.)
     

Complaint Handling Principles

Aware Super has an open, positive, and robust approach to managing complaints. We are committed to resolving all complaints in line with the following principles:

 

We will treat all complainants fairly and respectfully. We are unbiased in our complaint investigations and aim to resolve disputes in a way that is fair and reasonable to all parties.

All employees and representatives of Aware Super are empowered to accept complaints, and where possible, to resolve the issue on the spot.

Where the issue cannot be resolved immediately or for more involved matters, complaints may be referred to specialised complaints handling teams who will take ownership of a case through to resolution.

Aware Super is committed to being responsive to complaints. This includes providing timely resolutions and being flexible in our approach to promote early resolution in the interests of our members. We will acknowledge all complaints as quickly as possible and provide complainants with a unique case number.

Complainants will also be kept regularly updated during the investigation and resolution of their complaint.

At Aware Super, we take care to manage complaints professionally and respectfully. We will always afford complainants the opportunity to be heard and take the time to understand their perspective.

Equally, we do expect complainants to treat staff members fairly and respectfully. We will not tolerate abusive behaviour towards our staff working to resolve complaints.

Complaint Handling Process

We will acknowledge complaints within 24 hours or as soon as practicable and provide a unique reference number for the case.

We will conduct a review of the issues raised and collect additional information required to investigate the matter. This stage may involve contacting complainant, insurers, or any other relevant parties to the complaint.

We will undertake an investigation into all issues raised and will explore options to resolve the complaint.

We endeavour to provide a response to the complaint within five business days. Where this is not possible, we will provide a written response to the complaint within the timeframes listed below.

Complaint Timeframes

Complainants can generally expect a response within the following timeframes:

  • 30 days for privacy complaints
  • 30 days for financial advice complaints
  • 45 days for super complaints (except death benefits)
  • 90 days for objections to death benefit distributions, starting after the 28 day objection period.

If we are unable to meet these timeframes due to the complexity or factors beyond our control, we will notify complainants before the timeframe expires to provide reasons for the delay. 

Complaint Escalation

If you’re not satisfied with the response to the complaint or you have not received a formal response within the complaint timeframes, you may take your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Time limits sometimes apply, and we recommend checking AFCA’s website or contact them for further details.

Contact details for AFCA:

Mail:               Complaints Officer
                       Aware Super
                       PO Box 1229
                       Woolongong NSW 2500
Call:                1800 931 678
Online:            afca.org

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Make an appointment

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Book now

More about estate planning

FInd out more about estate planning with Aware Super.

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