Complaints

June 16 2019

Complaints handling procedures have been established to ensure that all complaints are properly investigated and professionally dealt with.

If you would like to make a complaint about any aspect of our service, or feel that you have been treated unfairly or disadvantaged by a decision of ESSSuper, you are encouraged to initially raise any issues by calling us to see whether we can help resolve it. In the event that you are not satisfied, the matter will be referred to the Complaints Officer.

Complaints are accepted in any form: in person, by phone, fax, email or in writing. Complaints can be directed to:

Phone: Emergency services members
1300 650 161
(8:30am to 5:00pm, Monday to Friday)

State super members
1300 655 476
(8:00am to 5:00pm, Monday to Friday)

Written queries and complaints should be addressed to the Complaints Officer:

Postal address: The Complaints Officer,
GPO Box 1974
Melbourne Victoria 3001
Email: info@esssuper.com.au

You may be asked to document your complaint in writing (either by fax, email or letter) if the complaint is sufficiently complex and/or the initial complaint was raised by a third party (non-member).

In the event that the Complaints Officer is unable to resolve the matter to your satisfaction, ESSSuper has a formal dispute handling process comprising an internal and external avenue of appeal.

If you are dissatisfied with the resolution offered by the Complaints Officer in response to your complaint, within 30 days of receiving the decision you may request in writing that the matter be independently reviewed. Your request should provide reasons why you are dissatisfied with the previous response and the resolution you seek.

Decisions affecting benefit entitlements

If your complaint relates to an ESSSuper decision concerning your entitlements under the Fund’s governing rules, the matter may be referred to the Benefits & Service Committee. You will be notified of the final decision in writing and of any external avenues of appeal in the event that you are still dissatisfied.

If you still dispute the Board’s decision following its reconsideration of the matter, you may make an application to the Victorian Civil and Administrative Tribunal (VCAT). VCAT, established under the Victorian Civil & Administrative Tribunal Act 1998, is a body that deals with a range of disputes in an efficient and cost effective manner. VCAT has the power to review decisions made by the Board that relate to a member’s benefit entitlements. VCAT can affirm, vary or set aside a decision, or refer back to ESSSuper for reconsideration.

Any complaints must be lodged with VCAT within certain time limits. For more information about requirements and time limits, please call VCAT on 1300 018 228.

ESSSuper does not come under the jurisdiction of the Australian Financial Complaints Authority (AFCA).