Complaints handling
If you have a concern about your super or you experience a problem, rest assured that we'll do our best to resolve it quickly and efficiently. If you need to file a complaint, please follow the steps outlined below so we can resolve your issue quickly.
Let us know
Our Member Services Consultants are available on 1300 033 166 from 8.00am to 5.30pm (Melbourne time), Monday to Friday and will help resolve your problem over the phone.
If you're not happy
If you feel you didn't get the correct or fair outcome from our Member Services Consultants, your complaint will be referred to Telstra Super's Complaints Officer. Alternatively, if you would like to put your complaint in writing, then you can write directly to the Complaints Officer. We will then send you a written summary of what we believe your complaint to be, together with a proposed course of action, and ask you to confirm our understanding of the matter.
The Complaints Officer will review your concern and work to resolve the problem as soon as possible (within a maximum of 90 days). You can contact the Telstra Super Complaints Officer by writing to:
Complaints Officer
Telstra Super Pty Ltd
PO Box 14309
Melbourne Victoria 8001
Taking it further
If, after 90 days, no response has been provided or you are not satisfied with the outcome and you would like to take the issue further you can contact the Superannuation Complaints Tribunal (SCT). The SCT is an independent body set up by the Government to help members and beneficiaries resolve certain complaints about their super. The SCT may be able to help you resolve a complaint that you may have with Telstra Super. You can telephone the SCT on 1300 780 808 or visit their website at www.sct.gov.au.