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.
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:
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.