At GuildSuper we are committed to providing our members and their employers with the highest level of service.  If you experience a problem or are not happy with our service we want to know and will strive to resolve the issue as quickly and effectively as possible.

How do I lodge a complaint?

Please contact us in any of the following ways so we can try to resolve the issue.

By telephone: 1300 361 477
By mail: GPO Box 1088, Melbourne, Victoria, 3001
By email: admin@guildsuperservices.com.au

Alternatively, you can lodge a complaint directly with the Australian Financial Complaints Authority (AFCA). Please see below for more information on AFCA.

How long will GuildSuper take to respond to a complaint?

GuildSuper’s Complaints Officer will acknowledge your complaint and endeavour to resolve it within 45 days of receipt.

If you are not satisfied with the Complaints Officer’s decision or you have not received a response within 45 days of the complaint being lodged, you can request a review of your complaint by the Trustee’s Delegate.

The Trustee’s Delegate will have up to 45 days from receipt of your complaint to provide you with a written decision.


What can I do if I’m not satisfied with the outcome of my complaint?

If you’re not happy with how we’ve handled your complaint you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent dispute resolution body set up by the Federal Government to provide a free, impartial and binding dispute resolution service for financial services.

If AFCA can deal with your complaint, it will attempt to resolve the complaint through conciliation. If this is unsuccessful, AFCA will review the decision to which the complaint relates.

For more information about the types of complaints that AFCA can deal with and the information you’ll need to provide, contact AFCA:

GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678 (free call)
Fax: (03) 9613 6399
Email: info@afca.org.au
Web: www.afca.org.au

ASIC also has an Information Line on 1300 300 630 which may be used to obtain further information about your rights.

Contact us today

1300 361 477

Or

Request a call