QSuper has procedures in place to ensure your enquiries or complaints are dealt with fairly and promptly.

Different procedures apply depending whether the complaint relates to the QSuper Board of Trustees or QSuper Limited.

If you have a complaint about QSuper, please call us on 1300 360 750 or write to:

The Enquiries and Complaints Officer
QSuper
GPO Box 200
Brisbane Qld 4001

Letters should be marked ‘Notice of enquiry or complaint’.

General complaints

If the matter is not resolved by QSuper to your satisfaction within 90 days, you can lodge an appeal to an external forum, known as the Superannuation Complaints Tribunal (SCT). The SCT is an independent body, established by the Commonwealth Government to resolve disputes between superannuation funds and their members and/or potential beneficiaries if the internal complaints procedure of the superannuation fund has failed to resolve the complaint. Acting as a mediator, the SCT aims to resolve issues by mutual agreement. If a mutual agreement cannot be reached, the SCT may review the matter and make a binding decision.

The complaints which the SCT can deal with are limited, and it's possible they cannot deal with your case. They will advise you if they can deal with your complaint and, if so, what information you will need to supply. You can contact the SCT at:

The Secretariat
Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne Vic 3001

Phone: 1300 780 808

Website: www.sct.gov.au

Financial product advice

If your complaint relates to financial product advice provided by QSuper Limited or a representative of QSuper Limited, and you’re not happy with QSuper Limited’s response to your complaint or dispute, or you have not received a response with 45 days, you may be able to lodge a complaint with the Financial Ombudsman Service (FOS).

The FOS is an independent body set up to assist consumers in the resolution of complaints relating to the financial services industry – in particular, the provision of financial products and advice. The FOS may be able to assist you to resolve your complaint, but will only become involved after you’ve made use of QSuper Limited’s complaint handling process. You can contact the FOS at:

Financial Ombudsman Service
GPO BOX 3
Melbourne Vic 3001

Phone: 1300 780 808

Website: www.fos.org.au

Fraud and corruption

QSuper has assigned a high priority to managing the risk of fraud and corruption. We maintain a healthy and sustainable ethical culture through a process of open communication, benchmarking, training, and continuous monitoring.

QSuper members or other people who want to raise any concerns about potential fraud or corruption should call or write to the Ethics and Fraud Control Officer. Any concerns raised will be thoroughly investigated.

Contact details for the Ethics and Fraud Control Officer are:

The Ethics and Fraud Control Officer
Risk and Compliance
QSuper
GPO Box 200
Brisbane Qld 4001

Phone: 1300 360 750