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 enquiries 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 a number of channels.
Accessibility Both you and our staff can access the policy and there are a number of ways to lodge a complaint.
Responsiveness We make every effort to deal with your concerns as quickly as possible. We'll acknowledge your complaint within 10 business days. We'll also respond to your complaint as soon as we can – but by no later than 90 days.
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 your personal information. All personal information is handled in accordance with our Privacy policy.
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 the executive and the Board.
Continual improvement We review our complaints handling process regularly 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
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 10 business days. We'll also respond to your complaint as soon as we can - certainly within 90 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

If an issue hasn’t been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

You can contact the AFCA on:

Website  afca.org.au
Email info@afca.org.au
Phone 1800 931 678 (free call)
In writing to Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Privacy complaints

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 at oaic.gov.au.

This form can also be downloaded, completed and sent to them by post, fax or email:

Email enquiries@oaic.gov.au
Fax (02) 9284 9666
In writing to Office of the Australian Information Commissioner
GPO Box 5218
Sydney NSW 2001

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’.