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A formal procedure is in place to deal with members' enquiries and complaints. The Complaints Officer is responsible for ensuring that these matters are dealt with within 90 days. Responses are generally provided within 20 working days. If you wish to lodge a complaint, please contact the Complaints Officer on:
Telephone: 1300 033 732
Email: The Complaints Officer
Mail: MilitarySuper Complaints Officer, GPO Box 2252, Canberra ACT 2601
Note: It is important that your complaint is addressed to the Complaints Officer to ensure immediate attention.
If you are not satisfied with the handling of a complaint, you may contact the Superannuation Complaints Tribunal (SCT). The SCT is an independent organisation established by the Australian Government to assist super fund members to resolve certain types of complaints with fund trustees.
The Tribunal may be able to assist you to resolve your complaint, but only if you are not satisfied with the response received from us. If the Tribunal accepts your complaint, it will attempt to resolve the matter through conciliation, which involves assisting with a mutual agreement being met. If conciliation is unsuccessful, the complaint is referred to the Tribunal for a determination which is binding.
You can contact the Superannuation Complaints Tribunal (SCT) for the cost of a local call from anywhere in Australia on 1300 884 114. The mail address of the SCT is:
Locked Bag 3060
MELBOURNE VIC 3001
Fax: 03 8635 5588
Your appeal rights
Request for review of a decision made by Commonwealth Superannuation Corporation (trustee of MilitarySuper), their delegate or the Reconsideration Committee.
Complaints about decisions made under superannuation legislation are dealt with in a different way to general complaints and may take longer than 90 days to resolve. The majority of these decisions relate to the level of invalidity benefit payable on discharge and after subsequent reviews.
You have 30 days from when you are advised of a decision in which to request reconsideration. Extra time will be allowed for you to submit your full submissions and evidence but the initial advice of the appeal must be lodged within the specified time period. You may call us to speak to a Member of the Reconsideration Section for assistance in making a request. The decision stands pending resolution of your request. No fee is currently charged for review of decisions.
You should detail in your request the parts of the decision you are unhappy with and the reasons why. Any relevant evidence you have, e.g. medical reports, should also be provided. A case officer will conduct a thorough and independent examination of the disputed matter and will be in contact with you during the investigation.
Once this investigation is complete the matter is referred to a Reconsideration Committee which currently consists of a MilitarySuper pensioner, a serving Member of the Forces and representatives from Commonwealth Superannuation Corporation. You will be advised of the Committee's decision and supplied the reasons for it together with copies of the evidence considered in reaching that decision.
If you are still unhappy you may refer the issue to the Superannuation Complaints Tribunal (SCT) or you may ask us to reconsider the matter. We can only review the decision if you provide new evidence which was not available to the Committee and which is both relevant and not trivial. Again there is no fee charged to undertake a review.
Your freedom of information rights
The Freedom of Information (FOI) Act provides you with a general right of access to information held by Australian Government agencies. The FOI Act, however, provides some exemptions which are necessary to protect matters of essential public interest and the private affairs of individuals.
You may exercise this right to obtain documents held by us which relate to you or your entitlement to superannuation benefits.
Telephone: 02 6272 9080
Mail: MilitarySuper, PO Box 22, BELCONNEN, ACT 2616