Online enquiries and complaints

At Media Super we aim to provide the best service to our members and employers. However, if you’re unhappy with our service or products, it’s important we hear from you. Your complaint will be treated seriously and investigated fairly and thoroughly by your dedicated Complaints Resolution Officer.

When can I expect my complaint to be resolved?

Your Complaints Resolution Officer will write to you within 45 days of your super complaint to notify you of the outcome. Our written response will include the reason for our decision, details of the investigation and options for further review.

In exceptional cases, we may need more time to investigate and respond to your complaint. If this occurs, we will let you know. Our Complaints Fact Sheet includes further information about how to make a complaint.

All complaints will be acknowledged promptly and, in most cases, addressed within 30 days.

The maximum time frames for providing a response are:

Who can make a complaint?

1. A member
2. A former member
3. An employer
4. A beneficiary
5. An executor of a late member’s estate
6. A person who had made a claim on a death benefit.

Read about beneficiaries.

Access a copy of our  Complaints Management Policy (PDF)

The Complaints process is free of charge to all eligible Complainants.

What if I’m not happy with my complaint response?

Who to contact about super complaints

If you’re not happy with how we’ve handled your issue you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA is an independent dispute resolution body set up by the Federal Government to provide a free, impartial and binding dispute resolution service for financial services.

For more information about the types of complaints that AFCA can deal with and the information you’ll need to provide, contact AFCA:

• Write to GPO Box 3 Melbourne VIC 3001
• Call 1800 931 678
• Email info@afca.org.au
• Visit the Australian Financial Complaints Authority website.

Who to contact about privacy complaints

If we fail to provide you with a written response to a privacy related complaint within 30 days of the date we received your complaint, or you’re unhappy with our response to your complaint, you can take the matter further with the Office of the Australian Information Commissioner (OAIC).

Complaints can be raised with the OAIC online or in writing:

• Write to GPO Box 5218, Sydney NSW 2001
• Submit your complaint on the  Office of the Australian Information Commissioner  website.