We take your enquiries and complaints seriously.

Providing you with quality service is important to us, which is why we have procedures in place to deal with complaints fairly, transparently, and quickly.

If you have a complaint about the financial services we have provided, we want to know about it as soon as possible, so please call us on 1300 360 750.

Alternatively, you can write to us at:

The Enquiries and Complaints Officer
GPO Box 200
Brisbane QLD 4001

 

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

Alternatively, you can email us.

For complaints relating to the financial services we provide, including advice, we will write to you about our proposed resolution within 45 calendar days, if it is not resolved within 5 business days of receiving the complaint.

For complaints about the administration of your superannuation benefit, the QSuper Board will write to you about any proposed resolution within 90 calendar days.

If you are not satisfied with our response, or if you have not received a response within the required period, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA imposes time limits within which to lodge a complaint with them. You can visit the AFCA website at afca.org.au for further information.

You can contact AFCA by:

Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001

Email: info@afca.org.au

Fraud and corruption

Managing the risk of fraud and corruption is one of our highest priorities. By encouraging a culture of open communication, benchmarking, training, and continuous monitoring, we create a healthy, sustainable and ethical culture.

If you want to raise a concern about potential fraud or corruption, you should contact the Financial Crimes Manager. Alternatively, you can make an anonymous report to the QSuper Ethics Hotline. Your concerns will be thoroughly investigated.

Financial Crimes Manager
Group Risk and Compliance
QSuper
GPO Box 200
Brisbane Qld 4001

Phone: 1300 360 750

QSuper Ethics Hotline
Phone: 1800 607 543
Email: qsuper.ethics.hotline@au.pwc.com