Complaints
Cbus strives to provide an excellent level of service for every member to ensure you will not have cause to make a complaint.
However, if you want to make a complaint, the Trustee has established an internal complaints resolution procedure to inquire into and resolve your superannuation complaints. If you have a complaint you can:
| Write to Cbus | Email Cbus | |
|---|---|---|
|
Complaints Officer Cbus Locked Bag 999 Carlton South VIC 3053 |
cbuscomplaints@superpartners.com.au | 1300 361 784 |
The Complaints Officer will ensure that your compliant is properly considered and make every effort to resolve your complaint in a timely manner.
If you do not receive a response to your complaint within 90 days or you are not satisfied with the response provided through the Cbus internal complaints resolution procedure, you may be able to take your complaint to the Superannuation Complaints Tribunal (SCT).
The SCT is an independent tribunal set up by the Commonwealth Government to resolve most complaints in relation to Superannuation Funds. This is a free service.
You can contact the SCT on 1300 884 114 from anywhere in Australia for the cost of a local call. It is recommended that you contact the SCT on the above number before making a complaint – to find out if it can handle your complaint and any information you need to provide.
Superannuation Complaints Tribunal
Locked Bay 3060
GPO Melbourne VIC 3001
Website: www.sct.gov.au
Email: info@sct.gov.au
If your complaint related to advice you were given by Cbus or it is outside the SCT jurisdiction and your complaint is not resolved through Cbus’ internal complaints resolution procedure within 45 days, your complaint may be taken to the Financial Ombudsman Service (FOS). This is a free service.
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Website: www.fos.org.au
Phone: 1300 780 808
If conciliation is unsuccessful, your complaint is formally referred to the tribunal for determination. You can contact the Superannuation Complaints Tribunal on 1300 884 114 from anywhere in Australia for the cost of a local call.
It is recommended you ring 1300 884 114 before making a complaint to the tribunal, to check if it can handle the complaint and to find out what information you need to provide.
