If you have an enquiry about your super or pension, please call Member Services. The Member Services team at Maritime Financial Services Pty Limited are available to provide members with general advice at any time between 8.30am and 5.30pm (AEST) Monday to Friday on 1800 757 607.
We hope you don’t have any complaints but if you do, please contact us. A phone call to one of our Member Services team is usually enough to sort out most matters. Clearly state the problem and how you would like it resolved. Your call may be recorded so there will be a record of the conversation for future reference.
If you feel we did not resolve your concerns over the phone or you are not satisfied with our response, please set out details of the problem in a letter (or a fax or email) and send it to the Complaints Officer at:
Locked Bag 2001
QVB Post Office NSW 1230
The Complaints Officer will ensure that your complaint is dealt with fairly and promptly. You can expect to receive an acknowledgement of your complaint within a week and a decision within 45 days. Some complaints may take a little longer to resolve, for example, a complaint in relation to a death benefit claim. We are required to deal with all complaints within 90 days.
If you have used our complaints procedure and are still not satisfied, you may use the external dispute resolution process. The procedure will depend on the nature of your complaint.
If the complaint is about a Trustee decision or conduct that you think is unfair or unreasonable, you may contact the Superannuation Complaints Tribunal at:
Superannuation Complaints Tribunal (SCT)
Locked Bag 3060 Melbourne VIC 3001
Phone: 1300 884 114
The Tribunal is an independent body set up by the Government to help members and beneficiaries resolve certain types of complaints about fund trustee decisions. The SCT will not consider a complaint unless it has first been through the internal complaints procedure.
If the complaint concerns an operational matter (administration or communication) or relates to information or financial product advice you have received from us, contact Maritime Financial Services’ appointed dispute resolution service at:
Financial Ombudsman Service (FOS)
GPO Box 3 Melbourne VIC 3001
Phone: 1300 367 287
FOS will only assist with your complaint if you have already been through the internal complaints procedure.