ACSuper hopes that you will always be pleased with the Fund.  However, there may be times when you have an enquiry, or possibly a complaint.

If you have a complaint concerning the Fund, you can notify us in any of the following ways:

Phone us on:        1800 856 653 or (02) 6041 9390

Fax us on:             (02) 6041 3955

Write to us at:      ACSuper

PO Box 3401, Albury, NSW 2640

Email                      Click here to send an email

When the enquiry or complaint is received, it will be recorded and written acknowledgment will be forwarded within five working days.

A formal response will be provided within 90 days from the date of your initial enquiry or complaint. Please note however, that the Trustee will always try to provide a written response as soon as possible.

Superannuation Complaints Tribunal

If you are still not satisfied with the Trustee’s decision after following the steps above, you can take your complaint to the Superannuation Complaints Tribunal (SCT). The SCT may be able to assist you to resolve your complaint, but only after you have tried the Fund’s own complaint process first.

You can contact the SCT by:

Phoning:	1300 780 808 (Cost of a local call)
Writing to:	Superannuation Complaints Tribunal
	Locked Bag 3060 GPO
	Melbourne  VIC  3000

Privacy

ACSuper’s appointed administrator is ASI Administration Pty Ltd ACN 125 608 540 (referred to hereafter as Astarra). Astarra needs to collect personal information from members of the ACSuper Fund so that they can,

• Administer the Fund for ACSuper
• Adhere to ACSuper’s requirements, while complying with Australian legal requirements and provide appropriate services
• Improve the services provided by Astarra for ACSuper and its members

Without this information Astarra cannot fulfil its administrative obligations and you will be unable to become a member of the ACSuper Fund.

Protecting the privacy of ACSuper Fund members is a key part of the operations of Astarra.

Astarra does not disclose personal information to any outside third party organisation, unless it is contracted to Astarra to provide administrative services or activities on its behalf or the Trustee authorises them to do so. In this case Astarra makes sure that the third party is bound by the same privacy rules adhered to by Astarra. You may access the personal information Astarra holds about you or obtain a copy of the Astarra Privacy Policy by contacting ACSuper Administration on 1800 856 653 or (02) 6041 9390.