Feedback and complaints

Feedback and complaints

At GuildSuper, it’s all about you. Our superhuman members (and your employers too!). We care a lot giving you the best service we can, so if you’ve experienced a problem – we want to know about it. That way we can do everything we can to fix the issue as fast as possible.

How do I lodge a complaint?

There are a few different ways you can contact us, so choose what is best for you:

Phone: 1300 361 477

Email: info@guildsuper.com.au

Mail: GPO Box 1088, Melbourne, Victoria, 3001

How long will GuildSuper take to respond to a complaint?

Our Complaints Officer will acknowledge your complaint plus do their best to resolve it within 45 days of us receiving it, unless another timeframe is allowed or required under the relevant legislation.

A formal response will be reviewed by the Trustee and ultimately issued to you in accordance with the maximum timeframes.

If we are unable to provide you a response within this timeframe, we will provide you a delay notification advising you the reasons for the delay, as well as your rights to complain to the Australian Financial Complaints Authority (AFCA).

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

If you’re not happy with how we’ve handled your complaint you can lodge a further 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 directly via one of the below:

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Website: www.afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

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