The Australian Financial Complaints Authority (AFCA) can consider a complaint you have about a superannuation product you hold with a financial firm.
This page outlines the types of superannuation products we can consider complaints about, and what to do next if you want to make a complaint to us.
Superannuation complaints are subject to special rules and requirements. Unlike other complaints that AFCA considers, there are no monetary limits for superannuation complaints, and specific time limits apply to some superannuation complaints. Only certain people can make a complaint about a superannuation product.
Under our superannuation jurisdiction we consider a range of complaints relating to decisions and the conduct of superannuation trustees, insurers and other decision makers in relation to regulated superannuation funds, approved deposit funds, superannuation annuities and retirement savings accounts.
Complaints about self-managed superannuation funds, financial advice relating to superannuation that has not been provided by a superannuation trustee, or other investment products held outside superannuation, are not classed as superannuation complaints and are considered under our investments and advice jurisdiction.
There are some things you can’t complain about to AFCA in relation to superannuation. More information is available in our Rules, the Operational Guidelines, and the Transitional Superannuation Guide.
Superannuation products include the following:
Detailed information about these different types of superannuation products is following to help you decided if you want to complain to us.
More detailed information about these issues is following to help you decide if you want to complain to us.
Our Operational Guidelines and Rules provide detailed additional information about superannuation complaints, including who can raise a complaint with us, and the process surrounding superannuation issues. We also have a Transitional Superannuation Guide that contains information specifically relevant to superannuation complaints.
You can make a complaint to AFCA online, by letter, email or by phoning us.
If you don’t want to complain to us directly, you can go back to your financial firm and ask to make a complaint to their internal dispute resolution team.
Your financial firm should be able to provide you with information about how to make a complaint to them.
We also have some tips available to help you make an internal complaint.
If you have an existing complaint with the Superannuation Complaints Tribunal (SCT) you cannot withdraw your complaint and re-lodge it with AFCA.
If you have any questions about your SCT complaint please contact the SCT on 1300 884 114.
If you believe an exception should be made, please call us to discuss your situation on 1800 931 678
For more information download: Superannuation complaints fact sheet [PDF]
If you have previously withdrawn your complaint from the SCT, but your complaint has not been dealt with through a negotiated or conciliated agreement, or a decision issued by the SCT, please contact us to discuss your situation on 1800 931 678.