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.
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.|
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:
GPO Box 1547
Hobart TAS 7001
If you are submitting a complaint by email, address it to:
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:
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.
Please provide the following information to support your complaint:
The more information you provide, the faster and better we can resolve your complaint.
If you need help to make a complaint, contact the Complaints Officer and let us know the type of help you need.
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.
We'll keep you informed about the progress of you complaint but you can still ask us how it's going.
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.
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.
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
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’.