Complaints handling policy

1. Introduction

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

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 protect your personal information unless you expressly say we can disclose it.
Customer focused approach We're committed to resolving complaints and we're open feedback from our members and participating employers.
Accountability Our staff accept accountability for efficiently and effectively resolving complaints and they 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 are submitting a complaint by letter, address it to:

Complaints Officer
Tasplan
GPO Box 1547
Hobart TAS 7001

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

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

If you are submitting a complaint by phone, please contact us on 1800 005 166.

If you are in Hobart and submitting a complaint in person, visit us during business hours and ask to speak to the Complaints Officer:

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 ask to speak to the Complaints Officer. 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 are 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, contact the Complaints Officer and let us know the type of help you need.

Acknowledgement of complaints

We make every effort to deal with your concerns as quickly as possible. We'll acknowledge your complaint within four 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 you 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 are 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

External dispute resolution body for superannuation funds is the Superannuation Complaints Tribunal (SCT). The tribunal 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 tribunal 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 use the Tasplan complaints handling process before you ask the tribunal for help.

To find out if the tribunal can handle your complaint, call 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 can take your complaint to 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


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, contact the Complaints Officer. Contact details can be found in the section ‘Making a complaint’.