We aim to provide members and employers with the best possible service. However, if you’re unhappy with our products or services we want to know.
If you have a concern, phone us on 1800 222 071 from 8am to 8pm (AEST/AEDT) weekdays – we’ll try to solve your problem over the phone.
If you are unhappy with our initial response you can make a formal complaint – it will be treated seriously and properly investigated.
How to make a complaint
We prefer complaints to be made in writing as it helps us to better deal with the complaint. When writing to us, include an address to which our response can be mailed.
You can also phone us if that's your preference.
The Complaints Officer, TWUSUPER
GPO Box 779
MELBOURNE VIC 3001
Phone: 1800 222 071 from 8am to 8pm (AEST/AEDT) weekdays
Once you’ve made your complaint
We will investigate your complaint and provide a response within 45* days – you can contact our Complaints Officer at any time for an update.
It is not always possible to properly consider and deal with enquiries and complaints within 45* days. If the Trustee has not made a decision within 45* days of receipt of your complaint, you may write and request our written reasons for the Trustee’s failure to make a decision within that period. Written reasons for not making a decision within 45* days of your complaint must be given within 28 days of receipt of your request. In the case of decisions that relate to death benefits, the Trustee must give you written reasons. In the case of decisions relating to other complaints, you may request written reasons for our decision. The Trustee must give you written reasons within 28 days of receipt of your request.
You will be notified of the Trustee’s decision on the complaint once it is made.
* In the case of death benefit objections, the relevant period is 90 days from the expiry of the 28 day notice period for lodging objections.
If you’re still unhappy
If you don’t receive a response within 45 days or are unhappy with the response provided, you may be able to refer it to the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Please note, there are 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.
AFCA's contact details are: