Complaints handling policy

1. Introduction

Tasplan is a multi-industry, profit-for-members, public offer super fund.

Tasplan is committed to efficiently and professionally resolving member and client complaints and inquiries in relation to products and services delivered by Tasplan and its representatives.

If you aren't happy with us, please let us know. We see complaints as an opportunity to address your needs and concerns.

We follow the Australian standards for handling complaints.


2. Guiding principles 

As outlined in these standards, we follow these guiding principles when dealing with your complaint:

Principle We're committed to handling your complaint.
Visibility We make our complaints handling policy available through many channels.
Accessibility Both you and our staff can access the policy and there are plenty of ways to complain.
Responsiveness We'll acknowledge your complaint as soon as we can. We'll treat you with courtesy and keep you informed if we can't resolve the complaint quickly. We'll get back to you as quickly as possible - but by no later than 90 days from when we first hear from you.
Objectivity Through the complaint handling process, we'll address your complaint in an equitable, objective and unbiased way.
Charges We won't charge you for making a complaint.
Confidentiality We actively protect you and your personal information unless you expressly say we can disclose it.
Customer focused approach We're committed to resolving complaints and we're open to feedback from our members and participating employers.
Accountability Our staff accept accountability for efficiently and effectively resolving complaints and prepare monthly reports for our Directors' review.
Continual improvement We review our complaints handling process each year to keep the process efficient, effective and responsive.

3. Complaints process

Making a complaint

If you have a complaint about a Tasplan product or service, you can make it by letter, phone, email or in person. If the matter is complex, we recommend you make the complaint in writing, so we keep the details straight.

If you're submitting a complaint by letter, address it to:

Complaints Officer
Tasplan
GPO Box 1547
Hobart TAS 7001

If you're submitting a complaint by email, address it to:

info@tasplan.com.au
Subject: Attn: Tasplan Complaints Officer

If you're submitting a complaint by phone, please call us on 1800 005 166.

If you're in Hobart and submitting a complaint in person, visit us during business hours.

Tasplan
Level 8, 188 Collins Street, Hobart

If you can't come to our office but want to complain in person, call us on 1800 005 166 and we'll try and work something out with you.

Information to support your complaint

Please provide the following information to support your complaint:

  • your name, position (if you're an employer) and contact details
  • your fund member or employer number
  • the nature of your complaint, when the issue occurred and any Tasplan staff that were involved
  • copies of any supporting evidence or documents
  • details of the resolution you're seeking.

The more information you provide, the faster and better we can resolve your complaint.

Help making a complaint

If you need help to make a complaint, please call us on 1800 005 166 and we can assist you.

Acknowledgement of complaints

We make every effort to deal with your concerns as quickly as possible. We'll acknowledge your complaint within ten business days. We'll also respond to your complaint as soon as we can - certainly within ninety calendar days.

Your rights

We'll keep you informed about the progress of your complaint but you can still ask us how it's going.

Our response

Once we've reviewed your complaint, we'll write to you with our response. If you're not satisfied, you can ask the Complaints Officer to review the response and provide the reasons you think the original response was wrong.

Still not satisfied

If you're not satisfied with the response or the way we handled it, you can refer the matter to an external dispute resolution service.


4. External dispute resolution

The external dispute resolution body for superannuation funds is the Superannuation Complaints Tribunal (SCT). The SCT is an independent body set up by the Federal Government to deal with super-related complaints. 

It's a free, 'user-friendly' alternative to the court system.

The SCT has limited power to deal with complaints relating to the decisions and conduct of trustees, insurers, and other decision-makers in regulated super funds, approved deposit funds, annuities, life policy fund and retirement savings accounts. 

You must firstly use the Tasplan complaints handling process before lodging a complaint with the SCT.

To lodge a complaint with the SCT please contact them on 1300 884 114 or write to them at:

Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne Vic 3001

If your complaint is outside their scope, you may be able to lodge a complaint with the Financial Ombudsman Service (FOS). This service is free.

To contact FOS call 1800 367 287 or write to them at:

Financial Ombudsman Service
GPO Box 3
Melbourne Vic 3001
Fax: (03) 9613 6399
Email: info@fos.org.au

If your complaint relates to your privacy and we didn’t respond within 30 days, or you’re dissatisfied with our response to your privacy concerns, a complaint may be lodged with the Office of the Australian Information Commission (OAIC):

Their enquiry line is 1300 363 992 or they have an online Privacy complaint form accessible on their website (www.oaic.gov.au).

This form can also be downloaded, completed and sent to them by post, fax or email:
GPO Box 5218
Sydney NSW 2001
Fax: (02) 9284 9666
Email: enquiries@oaic.gov.au


5. Continual improvement

We respect your right to lodge complaints and take the opportunity to review this input to work out whether we can improve our products and services.

We especially look for any systemic or recurring problems, so we can take action to improve our service delivery, including the complaints handling process.

If you have any feedback about this Complaints handling policy, please contact us and let us know. Contact details can be found in the section ‘Making a complaint’.