Complaints

What should you do if you have a complaint?

If you have a complaint about your superannuation, contact a Member Services Consultant:

Phone:

1300 55 7586 between 8am and 6pm AEST

A reply to your enquiry will usually be made over the phone or by return phone call within a short period. If not, you may need to confirm the enquiry in writing and provide a contact address for reply. Your enquiry will then be answered by a Member Services Consultant as soon as possible.

If you are not satisfied with the response to your enquiry or if you have a complaint, then you may be entitled to lodge a formal complaint with the trustee of your superannuation fund, preferably in writing. You should make it clear that you are lodging a complaint and not merely making an enquiry. You may be requested to provide evidence in support of your complaint. The trustee or its delegate will seek to consider and deal with the complaint and advise you of its decision within 90 days of the date of receipt of the complaint.

Complaints should be directed to:

The Complaints Officer
Plum Financial Services Limited
GPO Box 63
Melbourne VIC 3001

Superannuation Complaints Tribunal

The Superannuation Complaints Tribunal (Tribunal) is an independent dispute resolution body set up by the Government to assist members or beneficiaries of members to resolve certain types of superannuation complaints that have not been resolved by the trustee.

The Tribunal cannot assist you to resolve a complaint unless you first refer the complaint for consideration and resolution to the trustee's own enquiries and complaints procedures.

If your complaint has not been dealt with by the trustee or its delegate to your satisfaction within 90 days, then you may have a right to lodge a complaint with the Tribunal.

Once the Tribunal accepts a complaint it may attempt to resolve the dispute by arranging a conciliation conference between the member and the superannuation fund. Where this process is unsuccessful, the Tribunal may formally review the matter and make a binding decision.

The Tribunal can be contacted by telephone on 1300 88 4114 or in writing to:

Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne VIC 3001

The member should direct a complaint to the Tribunal where the matter relates to an activity carried out on behalf of the Trustee under its AFSL. Alternatively, where the complaint relates to a service performed under the Plum AFSL, the member should direct the complaint to the Financial Industry Complaints Service referred to below.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) provides free advice and assistance to consumers to help them in resolving complaints relating to members of the financial services industry, including life insurance companies, fund managers, financial advisers, stockbrokers, and investment advisers.

As a general rule, FOS can consider your dispute if the dollar value of your claim is within its jurisdictional limits of:

• $280,000 for life insurance
• $6,000 per month for income protection insurance (or more if the total payable is not more than $250,000)
• $150,000 for funds management, stockbroking, investment and financial advice

If you have any questions about whether your dispute can be heard by FOS, please call FOS on 1300 79 08 08.

FOS cannot assist you to resolve a complaint unless it has already been through Plum’s internal enquiries and complaints procedure.

If your complaint is not dealt with to your satisfaction within 45 days, then you may have the right to lodge a complaint with FOS. Please note that Plum may require up to 90 days to respond to your complaint, however, you must agree to this extension of time.

FOS can be contacted via:

Phone:		1300 78 0808
Fax:		(03) 9613 6399
Website		www.fos.org.au
Email		info@fos.org.au
Mail:		Financial Ombudsman Service GPO Box 3 Melbourne VIC 3001

Note: The Financial Industry Complaints Service (FICS) merged with FOS effective 1 July 2008.

Top questions

Contact us

Contact us
Online:		Contact us form
Phone:		1300 55 7586
Fax:		1300 99 7586
Email:		service@ plum.com.au
Mail:		GPO Box 63 Melbourne Vic 3001