If you are not happy with any aspect of your contact with BUSSQ and wish to make a complaint, you should contact the Enquiries and Complaints Officer.
The Enquiries and Complaints Officer’s contact details are:
PHONE: 1800 692 877
MAIL: Enquiries and Complaints Officer, BUSSQ, GPO Box 2775, Brisbane QLD 4001
If your complaint relates to insurance, the Enquiries and Complaints Officer will investigate your complaint and give you updates at least every 20 business days (unless we agree a different timetable with you).
We will write to inform you of our decision including:
• the reasons for the decision;
• your ability to request documents relied on to decide your complaint; and
• your right to take your complaint to the Australian Financial Complaints Authority (AFCA) within 45 calendar days of receiving your complaint.
Sometimes we will need more time to investigate and respond to your complaint. We will let you know if we need more time and our revised expected timeframe, which will not exceed 90 calendar days. If we do not provide a response within the 90 days, we will give you written reasons for the delay before the end of the 90 days.
If you are not satisfied with the decision we make on your complaint or if we do not resolve your complaint within the 90 days, you may take your complaint to AFCA.
For all other complaints, the Enquiries and Complaints Officer will investigate your complaint on your behalf and write to inform you of the result of that investigation within 90 days.
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).
AFCA provides a fair and independent financial services complaint resolution service that is free to consumers. AFCA may be able to help resolve your complaints, but only after you have made a complaint to BUSSQ.
AFCA’s contact details are:
MAIL: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
PHONE: 1800 931 678
There are some time limits for lodging certain complaints with AFCA which are set out below.
If you are unhappy with our written decision about the distribution of a death benefit, you must lodge a complaint with AFCA within 28 days of being given our written decision.
Total and Permanent Disability (TPD) benefits
If you permanently ceased employment because of the physical or mental condition that gave rise to the claim for a TPD benefit, you must have made a claim to us for payment of a TPD benefit within two years of permanently ceasing employment and you must have made a complaint to AFCA within four years of our decision about the TPD claim. If you did not permanently cease employment because of the physical or mental condition that gave rise to the claim for the TPD benefit, you must have made the complaint to AFCA within six years of our decision about the TPD claim.
AFCA will generally not consider other types of superannuation complaint unless the complaint was submitted to AFCA within two years of the date of our decision on the complaint.