Enquiries and complaints

At Maritime Super, we treat every enquiry or complaint by a member as a serious issue, so we have in place formal procedures for handling your complaints and enquiries.

If you are not satisfied with the service you have received from Maritime Super, you are entitled to complain.

Contact Member Services on 1800 757 607, clearly stating the problem and what you would like to have done about it. Before you call us, make sure that you have the information and documents you need close at hand. Your call may be recorded so there will be a record of the conversation for future reference.

Internal complaints procedure

If you are not satisfied with our response to your initial enquiry, please set out the details of the problem in a letter (or a fax or email) and send it to the complaints officer at the following address:

Maritime Super
Locked Bag 2001
QVB Post Office NSW 1230
Fax: 02 9261 3683
Email: info@maritimesuper.com.au

Once received, the Complaints Officer will ensure that your complaint is properly considered. You should expect to receive an acknowledgement within a week and a decision within 45 days. Some complaints may take a little longer to resolve, for example, a complaint in relation to a death or Total and Permanent Disablement claim, however, we are required to deal with all complaints within 90 days.

External complaints procedure

Operational matters and product advice

If you are not satisfied with our handling of your complaint and if the complaint concerns an operational matter (administration or communication or relates to information or general financial product advice you have received from Member Services) you may then contact Maritime Super's appointed dispute resolution service:

Financial Ombudsman Service (FOS)
GPO Box 3,
Melbourne VIC 3001
Phone: 1300 780 808
Email: info@fos.org.au

FOS will only assist with your complaint if you have already been through the internal complaints procedure.

Trustee Decisions

If the complaint is about a Trustee decision or conduct which you think is unfair or unreasonable, you may contact the Superannuation Complaints Tribunal at:

The Superannuation Complaints Tribunal
Locked Bag 3060
GPO MELBOURNE VIC 3001
Phone: 1300 780 808
Email: info@sct.gov.au

The Tribunal is an independent body set up by the Government to assist members and beneficiaries to resolve certian types of complaints with fund trustees. If you do not first make a complaint through the internal complaints handling process, the SCT may not be able to deal with your complaint.