Complaints Procedure - BUSSQ

Complaints Procedure

For all complaints you should initially contact the Complaints Officer at BUSSQ, Skylight or AAS. You can do this by telephone, post, fax or email. We will consider your complaint and will usually respond within 30 days. We will make all reasonable efforts to resolve your complaint quickly and fairly. If we do not respond within 90 days or you are not satisfied with the way your complaint is handled, or with the resolution, you may contact the Australian Financial Complaints Authority (AFCA). The AFCA is an independent body set up by the Federal Government to assist members or their beneficiaries to resolve certain superannuation complaints.

To find out whether your complaint can be handled by AFCA, and the type of information you would need to provide them with, please contact them at:

Australian Financial Complaints Authority (AFCA)

MAIL: GPO Box 3, Melbourne VIC 3001

PHONE: 1800 931 678

EMAIL: info@afca.org.au

WEB: afca.org.au

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.