Complaints handling policy

We're committed to providing excellent service. Any complaints from members are dealt with as soon as possible.

Let us know if you have a complaint

We care about our members. Providing quality service is important to us, which is why we have procedures in place to deal with complaints fairly, transparently and quickly. You can send us your complaint:

In writing to

Complaints Officer

Spirit Super

GPO Box 1547

Hobart TAS 7001

Email

complaints@spiritsuper.com.au

Phone

1800 005 166

We make every effort to deal with your concerns as quickly as possible.

For super complaints, we’ll respond within 90 calendar days. 

For complaints about our financial services (including financial advice we may have provided to you) which aren’t resolved to your satisfaction by the end of the fifth business day after receipt of your complaint, we’ll write to you with our final response within 45 calendar days.

If an issue hasn’t been resolved to your satisfaction, or your complaint hasn’t been resolved within the required timeframe, you may be eligible to take your complaint to the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority (AFCA)

AFCA is an external dispute resolution scheme which provides fair and independent financial services complaint resolution that’s free to consumers.

Website

www.afca.org.au

In writing to

Australian Financial Complaints Authority

GPO Box 3

Melbourne VIC 300

Email

info@afca.org.au

Phone

1800 931 678 (free call)

There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given a written decision.

We're experiencing high call volumes. Thanks for your patience as we work to reduce call times. Forgot your member number? Find it now...