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


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 do not receive a response to your complaint from us within 90 days of lodgment or if you are not satisfied with the response received; you have the option of contacting the Australian Financial Complaints Authority (AFCA), which is a not-for-profit company, limited by guarantee that is governed by a Board of Directors, which includes equal numbers of industry and consumer representatives.

AFCA’s Chief Ombudsman is responsible for the management of the organisation.

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.

AFCA cannot review a complaint until it has gone through the Fund’s complaint process (as outlined above) and it has certain time limits for the lodgement of complaints.

For more information about AFCA's requirements and time limits, you can contact them at:

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