We take your enquiries and complaints seriously.
Providing you with the best possible financial services is really important to us, which is why we have procedures in place to deal with complaints both fairly and quickly. The particular procedure depends on whether your complaint relates to the QSuper Board of Trustees or QInvest Limited.
If you have a complaint, we want to know about it as soon as possible, so give us a call on 1300 360 750 or write to:
The Enquiries and Complaints Officer
GPO Box 200 Brisbane
Make sure you mark your letter 'Notice of enquiry or complaint'.
But if you’re unhappy with our response to your complaint, or if you haven’t received a response within 90 days, you may be able to lodge an appeal to 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. The SCT acts as a mediator, and aims to resolve issues by mutual agreement. If a mutual agreement can’t be reached, the SCT may review the matter and make a binding decision.
The SCT deals with a limited range of complaints, so in some situations they won’t be able to deal with your case. They’ll let you know up front if they can deal with your complaint and, if they can, what information you’ll need to supply. You can contact the SCT at:
Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne Vic 3001
Phone: 1300 884 114
Financial product advice
If your complaint is about financial product advice provided by QInvest Limited or a representative of QInvest Limited, and you're not happy with our response, or you haven’t received a response within 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 help consumers resolve complaints about the financial services industry – in particular, the provision of financial products and advice. The FOS may be able to help you resolve your complaint, but will only become involved after you've made use of QInvest Limited's complaint handling process. You can contact the FOS at:
Financial Ombudsman Service
GPO BOX 3
Melbourne Vic 3001
Phone: 1300 780 808
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
GPO Box 200
Brisbane Qld 4001
Phone: 1300 360 750
QSuper Ethics Hotline
Phone: 1800 607 543