Complaints

All complaints should be made in writing to:

Complaints Resolution Officer
Chifley Financial Services
PO Box N835
Grosvenor Place NSW 1220

The Complaints Resolution Officer, who maintains a register of all complaints and actions, will consider your complaint on behalf of the Trustee and provide you with a suitable response as soon as possible.

If you are not satisfied with the response or your complaint has not been resolved within 90 days, you have the option of referring your concern to the Superannuation Complaints Tribunal, located in Melbourne.

The Tribunal has been established by the Federal Government for the purpose of providing totally independent input into disputes which may arise between superannuation funds and their members, former members or beneficiaries. The Tribunal can only consider matters which impact on members personally and not in respect of the overall conduct of the Fund.

You may only approach the Tribunal if you have first been through the Fund's internal complaints procedure. In exercising its power, the Tribunal cannot alter the provisions of the Trust Deed. All complaints to the Tribunal must be made in writing and at your own expense.

The staff at the Tribunal will attempt to resolve the matter by conciliation, which involves assisting you and the Fund to come to a mutual agreement. If no agreement is reached by conciliation, the Tribunal will determine the matter.

The contact details are:

Superannuation Complaints Tribunal

Locked Bag 3060
Melbourne Vic 3001
Tel: 1300 884 114

In the event that you wish to lodge a Complaint in relation to advice you have received from a Chifley Financial Planner, we then recommend that you contact the Complaints Resolution Officer.

In accordance with industry standards, all complaints in relation to advice should be responded to within 45 days. Should Chifley Financial Services be unable to respond to your complaint within this timeframe, we will inform you of the reasons for the delay.

If you feel the response you receive from the Complaints Resolution Officer is unsatisfactory, you have the right to contact the Financial Ombudsman Service (FOS) on 1300 780 808.

FOS is an industry body that was set up to provide free advice to consumers that are not satisfied with the written response provided by the Complaints Resolution Officer.

Furthermore, the Australian Securities and Investment Commission (ASIC) also has a freecall infoline which you may use to make a complaint and obtain information about your rights. ASIC may be contacted on 1300 300 630.

Alternatively, if you are a former member of one of the State Super Schemes who was transferred to the Local Government Superannuation Scheme, you may lodge an appeal with the NSW Industrial Relations Commission (in Court Session) within six months of being notified of the determination of your complaint by the Trustee, or within the time allowed by the Commission.