#1 fund for weathering market ups and downs3
SuperRatings' Pension of the Year 4 years in a row4
We take complaints seriously
We want you to have the best experience possible with QSuper. If you have a complaint about the financial services we have provided, please let us know as soon as possible.
Let's get started on fixing any issues for you as quickly as possible. You can make a complaint with us by:
Phone: 1300 360 750 (Monday to Friday 8.00am - 6.00pm)
Email us (make sure you provide all the information listed below)
The Complaints Officer
GPO Box 200
Brisbane QLD 4001
(If you post a letter, this will take longer to arrive.)
Please mark your email or letter with 'Complaint'.
In person: Visit our Member Centres during opening hours.
To help us respond to your complaint in a timely and efficient manner, please let us know as much information as you can:
A complaint is an expression of dissatisfaction made to or about the QSuper Group, about its products or services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
Complaints can be made by or on behalf of a:
We'll always try to fix any issues for you quickly. If we're unable to resolve your complaint straight away, we'll contact you (by phone, email, or letter) to confirm we've received your complaint, generally within 1 business day.
In some cases, we'll immediately refer your complaint to our specialist team so they can start looking into it for you, and we'll always write to you to confirm we got your complaint. This includes complaints about:
You can also download our Complaint Handling Guide (pdf).
If your complaint can't be resolved within 5 business days, or if you request a written response, we send the information to our specialist team to investigate for you.
We'll review any information we’ve given you or you’ve told us that may be relevant to your complaint. Then we'll write to you to let you know the outcome of your complaint. If we haven't been able to fully resolve the issue, we'll include the reason/s for our decision and the information we considered to reach that decision.
We'll also explain what you can do if you're unhappy with the outcome, such as how to forward your complaint to the Australian Financial Complaints Authority (AFCA).
Where possible, we'll write to you within the following timeframes, and if we can't, we’ll at least let you know the reason for the delay within that timeframe.
We understand there may be times when you need some help to make a complaint. If you need any extra support or you're not sure what services are available, please contact us and we'll work with you to identify how we can best support you.
For example, you can read our website in other languages.
We take your privacy seriously, and we only gather the relevant personal information we need to address a complaint.
One of our highest priorities is to prevent the risk of fraud and corruption. 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 our Financial Crimes Manager, or you can make an anonymous report to the QSuper Ethics Hotline. Your concerns will be thoroughly investigated.
GPO Box 200
Brisbane Qld 4001
Phone: 1300 360 750
Phone: 1800 607 543
Phone1300 360 750
MailThe Complaints OfficerQSuperGPO Box 200Brisbane Qld 4001