Maritime Super is a regulated and complying superannuation fund within the meaning of the Superannuation Industry (Supervision) Act 1993 (SIS Act). The Fund is an industry public offer fund which is governed by a legally binding document known as the Trust Deed. This sets out the responsibilities of the Trustee and employers and the entitlements of members.
Maritime Super Pty Limited is the Trustee company that is responsible for the management and operation of the Fund. As a company, it operates under a Constitution.
The Trustee expects that relevant conflicts are managed in such a way as to protect the interests of, and meet the reasonable expectations of, member and other beneficiaries. The Trustee takes all reasonable practical action to identify, avoid or otherwise manage conflict so that decisions are reached properly, on an informed basis and without undue influence.
The Trustee maintains a conflict management policy and a register of relevant interests and duties.
If you are not satisfied with our service or products and would like to make a complaint, please contact us.
How to make a complaint
In the first instance, you should raise any concerns with Member Services. A phone call to one of our Member Services staff is usually enough to sort out most matters. Clearly state the problem and how you would like it resolved. Your call may be recorded so there will be a record of the conversation for future reference.
If we did not resolve your concerns over the phone or you are not satisfied with our response, you can make a formal complaint online, or by telephone, email or letter. Letters should be addressed to:
Locked Bag 2001
QVB Post Office NSW 1230
We will ensure that your complaint is dealt with fairly and promptly through our internal complaint management process. Where your complaint is not resolved within 5 days, you can expect to receive an acknowledgement of your complaint and a written response with our decision. We are required by law to deal with all complaints within 45 days, or 90 days if the complaint is in relation to a death benefit distribution. Some complaints may take a little longer to resolve, for example, if your complaint is complex or relates to an insurance claim. We will keep you informed.
You should make your complaint to the Fund as soon as possible to ensure you meet the time limits to have access to AFCA’s complaint resolution services.
If you are not satisfied with our response
If an issue has not been resolved to your satisfaction, or we take longer than the relevant timeframes to resolve your complaint, you can take you complaint to the Australian Financial Complaints Authority (AFCA).
While you can take your complaint to AFCA at any time, AFCA will generally not deal with your complaint until it has been through our internal dispute resolution system.
AFCA is an independent body established by the Federal Government to provide fair and independent financial services complaint resolution that is free to consumers.
You can contact AFCA at:
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Please note that time limits may apply to some types of complaints lodged with AFCA, for example, complaints about a TPD claim or death benefit distribution. You can find out more from the AFCA website.
We are here to help.