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.

How to make a complaint

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)

In writing:
Email us (make sure you provide all the information listed below)
or
The Complaints Manager 
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.

Information you need to provide

To help us respond to your complaint in a timely and efficient manner, please let us know as much information as you can:

  • Your full name and contact details (phone number, address, email)
  • Your client number or account number (if you are a member)
  • Details about your complaint, including supporting documentation if you have it
  • What you would like us to do to fix any problems.

What is a complaint?

A complaint is an expression of dissatisfaction made to or about Australian Retirement Trust, 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.

Who can make a complaint?

Complaints can be made by or on behalf of a:

  • A member of Australian Retirement Trust or a former member of either QSuper, Sunsuper, or Australian Retirement Trust
  • A former client of QInvest or Sunsuper Financial Services
  • A client or former client of ART Financial Advice Pty Ltd
  • Beneficiary with an interest in a death benefit, including a person acting for the deceased member’s estate
  • Spouse or former spouse of a member who is requesting information about our member’s super under family law
  • Authorised third parties, e.g. financial advisers or lawyers
  • Employer
  • Service providers.

Our process

We reply and resolve issues early

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:

  • Financial hardship claim
  • Insurance claim that's been declined
  • Questions about the value of an insurance benefit
  • Any decision of Australian Retirement Trust (the Trustee) relating to a complaint, or failure to make a decision.

How we investigate and respond

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.

Reason for complaint Timeframe to respond
Financial services we provide Within 30 calendar days after receiving your complaint
Administration of your superannuation benefit or insurance claim Within 45 calendar days after receiving your complaint
Distribution of superannuation death benefit Within 90 days after expiry of 28-calendar-day period for objecting to a proposed death benefit distribution

Extra help to make a complaint

We understand there may be times when you need additional support. We're committed to supporting our members who experience barriers to making a complaint. These barriers may include:

  • Ability to provide a complaint
  • Trouble in explaining or communicating your complaint
  • Ability to understand ART’s response to your complaint.

To overcome any barriers and meet your needs, we'll consider your individual circumstances to identify how we can best support you in your complaint, including:

  • Accepting complaints by any available channel including verbally or in writing
  • Requesting only the necessary information to respond to your complaint
  • Accepting a complaint from any person on your behalf e.g. interpreter services, family, or friends
  • Clarifying the issue/s to make sure we understand your complaint
  • Identifying available resources or support services for you
  • Training our staff to handle your complaint efficiently and effectively
  • Providing appropriate support as required.

If you need any additional support or are unsure which services may be available, please contact us and we’ll work with you to identify how we can best help you.

For example, you can read our website in other languages.

Privacy of complaints

We take your privacy seriously, and we only gather the relevant personal information we need to address a complaint.

You can read our privacy policy or call us to request a copy.