At WA Super we value your feedback and we aim to provide the highest level of service to you at all times. However, if you are not satisfied with our service and wish to lodge a complaint you can:
- Contact our Client Contact Manager on (08) 9480 3500 or 1300 99 85 42 (Country Callers); or
- Email us at email@example.com; or
- Write to us at:
PO Box Z5493
St Georges Tce Perth WA 6831
How long will it take to respond to your complaint?
For superannuation related complaints, we are required to respond to you within 90 days of receipt of your complaint, and within 30 days of us making our decision regarding your complaint.
For non-superannuation related complaints we are required to respond to you within 45 days.
What if you are still not satisfied?
If, following a reply from us, you are still not satisfied with the outcome you are able to contact an external dispute resolution body.
For superannuation related complaints, you have the right to contact the Superannuation Complaints Tribunal (SCT) on 1300 884 114 or email firstname.lastname@example.org. Note that the SCT can only deal with your complaint if it has been through our internal complaint process first, or you have not heard back from us within 90 days.
For non-superannuation related complaints you have the right to contact the Financial Ombudsman Service (FOS) on 1800 367 287 or email email@example.com. FOS can only accept your complaint if it has been through our internal complaint process first, or if you have not heard back from the complaints officer with 45 days.
Both the SCT and FOS are a free service to you.