Contact Us

Enquiries and Complaints

If you have an enquiry or a question about your superannuation, you can contact the Enquires and Complaints Officer at Aracon on 1300 669 891.

If you have a complaint, you should first contact Fund’s Enquiries and Complaints Officer. Enquiries can be made by telephone on the number shown below or in writing (including email) to the address below. We will generally reply to your enquiry within 28 days. However, sometimes further time is required for more complicated matters. If we need more time we’ll let you know.

The matter will be investigated, and we will endeavour to advise you of our decision within 45 days of receipt of the complaint, however, complicated complaints may take longer to respond to. Please note that under current superannuation legislation the trustee has up to 90 days from receipt of the complaint to provide a response, however it is Aracon’s policy to deal with complaints in a timely manner. Complaints will be dealt with in accordance with Trustee’s Privacy Policy.

Where no decision has been made within 90 days of a complaint, the eligible person may provide a written request to the Trustee requesting reasons for the non-decision. The Trustee must provide a response detailing the reasons for non-decision within 28 days of this request.

Contact details of the Enquiries and Complaints Officer

If you have any queries about what we have said in this summary, then you can ask to see a copy of the full version of the Fund’s Enquiries and Complaints policy. You can do this by contacting the Enquiries and Complaints Officer at:

The Enquiries and Complaints Officer
Aracon Superannuation Pty Ltd
Po Box 482
Collins Street West
Melbourne VIC 8007

Telephone 1300 669 891 or email [email protected]

If our response to your complaint does not resolve it to your satisfaction or we have not resolved your complaint within 90 days and it relates to a financial complaint, you can complain to the Australian Financial Complaints Authority (AFCA). AFCA provides a complaint resolution service that is free to consumers:

Website: www.afca.org.au
Email: [email protected]
Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.