Enquiries and Complaints Service
The Trustee provides an enquiry and complaints procedure for members. Through this service, you may make a general enquiry about your superannuation benefits or the operation of the Fund as it affects you, or make a complaint if you are dissatisfied about some aspect of your membership or benefits.
To make an enquiry or complaint, you should contact the Fund.
The Trustee prefers that all complaints and complex enquiries be in writing, so that the exact nature of your concern is clear. However, you may make an enquiry or complaint by letter, telephone, email or in person.
Under Government legislation, the Trustee is given 90 days in which to respond to your enquiry or complaint. However, a response will generally be given to you sooner.
Australian Financial Complaints Authority
The Trustee will endeavour to resolve all complaints through the Fund’s internal dispute resolution procedure. If your complaint has not been resolved in 90 days or you are not satisfied with the Trustee’s final decision, you have the opportunity to lodge the complaint with the independent Australian Financial Complaints Authority (AFCA) established by the Federal Government.
The AFCA has been set up to consider complaints from consumers and small businesses about financial services as well as superannuation related complaints by members, former members and their beneficiaries. You may lodge a complaint directly to the AFCA, however, if your complaint has not gone through MIESF’s internal dispute resolution procedure, your complaint is likely to be referred back to MIESF to provide us with the opportunity to resolve your complaint.
If your complaint is of a type that can be dealt with by the AFCA, after collecting relevant information and obtaining submissions from all parties to the complaint, the AFCA may choose to provide parties with a preliminary assessment, which will provide a recommendation as to how the complaint should be resolved. If this is not successful, the AFCA will make a binding determination.
There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with the AFCA within 28 days of being given our written decision.
For more information, you can call:
- MIESF on 1800 252 099; or
- Australian Financial Complaints Authority on 1800 931 678
Contact details for AFCA are as follows: