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.
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.|
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:
GPO Box 1547
Hobart TAS 7001
If you're submitting a complaint by email, address it to:
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.
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.
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, please call us on 1800 005 166 and we can assist you.
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.
We'll keep you informed about the progress of your 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're not satisfied with the response or the way we handled it, you can refer the matter to an external dispute resolution service.
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
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
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’.