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Complaints Policy

Making a Complaint

The Trustee strives to ensure that QIEC Super always operates in the best interests of members. If you are not happy with any aspect of your contact with QIEC Super and wish to make a complaint, you can do so in writing, over the phone or in person at the QIEC Super administration office.

For all Complaints please contact:

Mail
The Complaints Officer
QIEC Super
PO Box 10629
Brisbane Adelaide Street QLD 4000

Telephone
1300 360 507

Email
info@qiec.com.au

Address
Level 2 - West Tower, 410 Ann Street, Brisbane QLD 4000

 

Complaint response time

If you make a complaint, QIEC Super will address your concerns and try to resolve them quickly. The Trustee aims to resolve any complaints as soon as possible but no longer than 90 days from the date of receipt, except privacy complaints are aimed to be resolved within 30 days.   If the matter is not resolved to your satisfaction within 5 business days, QIEC Super will issue you with a formal complaint response.  Our response will provide reasons for our decision, as well as your options to escalate the complaint to the relevant external dispute resolution body, if you remain dissatisfied (see below).

 

External dispute resolution

If you remain dissatisfied with the handling of your complaint by QIEC Super, or if you consider the Trustee’s decision, or conduct, is, or was, unfair or unreasonable, you may escalate your complaint to an independent external dispute resolution body.  This organisation will provide a fair and independent financial services complaint resolution service that is free to consumers.

 

Australian Financial Complaints Authority (AFCA) contact details:

Mail
Australian Financial Complaints Authority
GPO Box 3
MELBOURNE  VIC  3001

Phone
1800 931 678 (free call)

Email
info@afca.org.au

Website
www.afca.org.au

 

Privacy complaints

If you have a complaint about a possible breach of your privacy, you should first contact the Fund's Complaint's Officer who will attempt to resolve the matter within 30 days. Refer to the Privacy policy for further information.  If the complaint is not resolved, you can complain to the Australian Financial Complaints Authority (AFCA) or to the Office of the Australian Information Commissioner (OAIC), by phoning 1300 363 992 or visit oaic.gov.au.