Complaints handling policy

The key principles that underpin this Policy are:

• Bendigo Super is committed to the efficient and fair resolution of Complaints;
• Bendigo Super makes its Complaints handling mechanism available to all members;
• Bendigo Super will provide reasonable assistance to Complainants in lodging their concerns;
• All Complaints are treated in an equitable, objective and unbiased manner;
• Bendigo Super appreciates the importance of transparency and communication during the Complaints handling process, and will endeavour to keep all parties up to date;
• Complainant personal information and their respective Complaint are treated in a confidential manner;
• All Complaints are investigated to the extent necessary to reach an appropriate outcome;
• Bendigo Super seeks to deal with all Complaints in a timely manner;
• Bendigo Super will work constructively with the Australian Financial Complaints Authority (‘AFCA’); and
• Bendigo Super and the Complainant will treat each other respectfully.

Bendigo Super defines a Complaint as “an expression of dissatisfaction made to or about an organisation, related to its products or services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.

Principal Point of Contact

The Complaints Handling Officer (‘CHO’) has been appointed as the main point of contact for lodging a Complaint.

The CHO’s details are:

Complaints Handling Officer
Telephone: 1800 033 426
Fax: (03) 6215 5800
Email: [email protected]
Address: GPO Box 264, Melbourne VIC 3001

Privacy

Complaints relating to privacy should always be directed to Bendigo Super.

The contact details for the Privacy Officer are:

Telephone: 1800 033 426
Email: [email protected]
Address: GPO Box 264, Melbourne VIC 3001

Complaints can be made to Bendigo Super by social media, telephone, letter or email.

Any material relating to Bendigo Super’s Complaints handling process will be provided to you free of charge.

We strongly encourage full and detailed information be provided when lodging a Complaint. Providing all the necessary information will assist in the review process and assists to achieve an efficient resolution.

If required, we will provide reasonable assistance to you in the lodgement of your Complaint, this includes for example assisting to identify the main source of your concerns, making written records of your concerns if lodged via telephone, providing a language interpreter or clarifying any part of the Complaints handling process. If you require any particular type of assistance, please contact Bendigo Super to discuss.

In the event of a verbal complaint, we will:

• Record your details (i.e. name and contact number etc.) and confirm these details back to you to ensure they are accurate;
• Ensure we understand, and confirm, the nature and details of the Complaint; and
• Resolve the Complaint at the time if possible, or commit to a course of action appropriate to the requirements of the Complaint.

After the Complaint is received, we will confirm receipt within 24 hours and advise of the action that will be taken.

We will investigate your Complaint, considering all relevant factors to ensure an appropriate outcome is reached. Please note that throughout the Complaints investigation process we may require further information from you and will endeavour to contact you promptly to avoid any unnecessary delay.

When the investigation is completed, we will provide a determination and the basis for it. If you are not satisfied with Bendigo Super’ determination, you may escalate your complaint to AFCA (detailed in the External complaints resolution body section).

We ask that you please note the following timeframes in respect of the Complaints handling process:

• The initial acknowledgement (being the first contact made after the Complaint is received) for a Complaint will be made within 24 hours following receipt of the Complaint by Bendigo Super.
• We are not required to provide a written response to you when your Complaint is resolved within 5 business days of receipt of your Complaint however, a written response can be provided upon request.
• Whilst we aim to resolve Complaints as priority, please allow up to 45 calendar days for us to reach our determination.

Australian Financial Complaints Authority

Bendigo Super is a member of AFCA, an independent and external dispute resolution scheme. AFCA provides fair and independent financial services complaint resolution that is free to consumers. If you feel your Complaint remains unresolved or you wish to have your Complaint investigated further, you can contact them on:

Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

Certain eligibility requirements apply for AFCA to hear a Complaint, as set out in AFCA’s complaint resolution scheme rules.

Other External Bodies

Complaints relating to privacy or that are ‘Spam’ marketing related, can be directed to these respective external bodies.

Privacy related complaints: Office of the Australian Information Commissioner (‘OAIC’)
Office of the Australian Information Commissioner Privacy Complaint Form 

Spam marketing related complaints: Australian Communications and Media Authority (‘ACMA’)
Australian Communications and Media Authority complaints process

If you need any more information on the Complaints handling process, please contact us:

Telephone: 1800 033 426
Fax: (03) 6215 5800
Email: [email protected]
Address: GPO Box 264, Melbourne VIC 3001