Complaint & Dispute Resolution
Catholic Super maintains internal procedures for the handling of member enquiries or complaints within 90 days. Responses to most enquiries can be dealt with over the phone immediately. If not, you may be asked to put your enquiry in writing.
If you have an issue to raise:
- you should lodge your complaint in writing with Catholic Super, referring it to Mr Joe Farrugia (Manager)
- you will receive a reply within 90 days of the matter being lodged.
- if you wish to appeal the Manager’s decision, the matter will be brought before Catholic Super’s Trustee Board.
- all enquiries and complaints dealt with by the Manager are reported at the next full meeting of the Trustee Board.
If you are not satisfied with Catholic Super’s handling of your complaint, you may contact the Superannuation Complaints Tribunal. The Tribunal is an independent body set up by the Federal Government to assist members or beneficiaries to resolve certain types of complaints with Fund Trustees.
The Tribunal may be able to assist you to resolve your complaint. If it accepts the complaint, it will attempt to resolve the matter through conciliation, which involves assisting the member and the Fund to come to a mutual agreement. If conciliation is unsuccessful, the complaint is referred to the Tribunal for a determination.
If you wish to find out whether the Tribunal can handle your complaint and the type of information you would have to provide, please phone one of the following numbers for the cost of a local call anywhere in Australia.
The Superannuation Complaints Tribunal (www.sct.gov.au) 1300 780 808
The Australian Prudential Regulation Authority (APRA) (www.apra.gov.au) 1300 131 060
