The industry fund for the people who care
At Health Super, we value your feedback. Your comments allow us to improve our processes so that we can provide you with a better service going forward.
Most matters affecting our members can be dealt with informally through contact with our staff. However, Health Super has established a formal complaints procedure to ensure that any dissatisfaction with services provided or decisions made are dealt with appropriately.
General enquiries can be made by calling us on 1800 331 719 between 8.30am and 6.00pm Monday to Friday AEST. These will be acted upon immediately. We will advise you if further investigation is required. We will also provide you with an approximate resolution time.
If we are unable to satisfactorily resolve your matter over the phone, we may ask you to put your complaint in writing. Again, we will try to resolve your complaint as soon as possible. However, complex issues involving medical or legal advice may take longer to resolve. In these instances, you will receive regular process reports. In all cases, your complaint will be acted upon within 30 days of receipt and you will be notified in writing of our decision.
Complaints can be made via telephone by calling 1800 331 719 or by writing to us, to assist a template can be found here:
Manager-Superannuation Services
Health Super
Locked Bag 2900
Collins St West VIC 8007
If we do not resolve your complaint to your satisfaction within 90 days of first receiving your complaint, or should you be dissatisfied with our decision, you may contact the Superannuation Complaints Tribunal (SCT) at:
Locked Bag 3060
Melbourne VIC 3001
Telephone: 1300 884 114
The SCT is an independent tribunal established to resolve disputes between super funds and their members and/or potential beneficiaries. The SCT only has jurisdiction to deal with a complaint once it has been through Health Super's internal dispute resolution process.