Enquiries & complaints

Enquiries

All enquiries should be directed to AUSCOAL Super's Service Officers on Toll Free 1300 AUSCOAL or by mail to Locked Bag 1, Warners Bay NSW 2282. Fax: 02 4948 6955.

Complaints Procedure

If you have any issues or complaints about your superannuation account with AUSCOAL Super, please contact an AUSCOAL Service Officer, on 1300 AUSCOAL or 02 4948 3333, who will attempt to resolve your matter promptly. If, upon investigation, the Service Officer is unable to resolve the issue to your satisfaction, you may lodge a formal complaint to:

Complaints Officer
AUSCOAL Superannuation Fund
P.O. Box 246
Warners Bay NSW 2282

If you require assistance in the writing of your complaint to be able to adequately express your concerns, our Service Officers are available to help you either by phone or in person (by appointment only).

The Complaints Officer will formally review your complaint and forward a response within 90 days (maximum time allowed). If your complaint is not finalised to your satisfaction or the response is not received within 90 days, you have the right to pursue your complaint with the Superannuation Complaints Tribunal (SCT). The SCT is an independent body set up by the Federal Government to resolve complaints by superannuation fund members or their beneficiaries. The SCT will attempt conciliation between the Fund and the member or beneficiaries. If the matter is then not resolved, the SCT will make a review decision that is binding upon both parties. Note: The SCT is only able to decide on matters that have been through the Fund's internal complaints procedure.

You can contact the SCT:

By phone on: 1300 884 114 
By mail at: Locked Bag 3060, MELBOURNE VIC 3001
By email to: info@sct.gov.au or
By visiting their website: http://www.sct.gov.au/