Enquiries and Complaints

Most enquiries can be handled immediately over the telephone, although more complex enquiries may take more time. We are committed to responding to enquiries and you will be answered within 90 days.

If you have a complaint, this must be put in writing and sent to the Fund Secretary who will acknowledge receipt by replying writing. All complaints will be submitted to the Trustee and will be properly considered and dealt with within 90 days.

If you are not satisfied with the outcome, you may be able to take the matter to the Superannuation Complaints Tribunal (SCT). The SCT is an independent body set up by the Federal Government to help members or their beneficiaries resolve certain types of complaints with fund trustees. The SCT may be able to help you resolve your complaint, if you are not satisfied with the Trustee's decision.

Please note that

• the SCT will only handle complaints which satisfy certain requirements.
• complaints must be lodged with the SCT within certain time limits (eg. if you have a complaint about the Trustee's decision on a death benefit payment, you must lodge your complaint within 28 days of receiving the decision).

Important Note For more information about these requirements and the time limits, you can call the SCT on 1300 780 808. If the SCT accepts your complaint, it will try to help you and the Fund reach a mutual agreement. If this is not successful, the SCT will then make a decision which is binding on all parties.

While the answers to many questions relating to superannuation can be found on this website, we encourage members to contact the VISSF Fund with their questions by email, letter, or telephone.