dispute resolution

complaints

REI Super has established a formal procedure to deal with any complaint or dispute that may arise about the operation or management of the Fund in relation to you.

If you wish to make an enquiry, you can call a Client Service Officer on the REI Super Helpline between 8:30am and 5:30pm (EST) on 1300 13 44 33, or write to:

REI Super
GPO Box 4303
Melbourne VIC 3001

If you wish to make a formal complaint, please address it in writing to:

Complaints Officer
REI Super
GPO Box 4303
Melbourne VIC 3001

The Complaints Officer will record your complaint and either respond as soon as possible or, if necessary, refer the matter to the Trustee.

If you are not satisfied with the response, you need to lodge a ‘Notice of Dispute’ with the Trustee. Again, if you are not satisfied with the response or do not receive a response within 90 days, you may take your complaint to the superannuation complaints tribunal. This is an independent body set up by the Government to hear complaints by members or their beneficiaries against certain types of decisions made by superannuation fund trustees.

There is no time limit for complaints to the Tribunal about most Trustee decisions. However, time limits do apply to making certain complaints to the Tribunal in relation to Death and Total and Permanent Disablement (TPD) benefits. For details see www.sct.gov.au.

The Tribunal will contact the Trustee and, if it is satisfied the Trustee has had the opportunity to resolve the dispute, the Tribunal will attempt to resolve it. The Tribunal will not hear a complaint:

  • if court proceedings have commenced
  • if it relates to the general management of REI Super, or
  • if it concerns the distribution of Death benefits, where the beneficiaries have been notified of how the benefits are to be distributed and have not objected within 28 days of being notified.

For more information about the Tribunal and its role, you can call 1300 884 114.

If you have a complaint about the advisory services provided to Fund Members by Mercer Wealth Solutions or Industry Fund Financial Planning, you have the right to complain to the Financial Ombudsman Service (FOS). For more information call 1300 780 808 for the cost of a local call or access www.fos.org.au on the web.

The Australian securities and investments commission (ASIC) also has an info line on 1300 300 630 which you may use to make a complaint and obtain information about your rights.