Skip to Main Content

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.

Concerns

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.

Complaints

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.

    Write to:

    The Complaints Officer, TWUSUPER

    GPO Box 779, MELBOURNE VIC 3001

    Phone:

    1800 222 071 8am to 8pm (AEST/AEDT) weekdays

  • Once you’ve made your complaint

    We will investigate your complaint and provide a response within 90 days – you can contact our Complaints Officer at any time for an update.

    If we don't respond within 90 days, you can write and request our written reasons for the failure to respond  we will write back to you and outline our reasons within 28 days.

    In the case of decisions that relate to death benefits, we must provide written reasons. In the case of decisions relating to other complaints, you may request written reasons for our decision  we will write back to you and outline our reasons within 28 days.

  • If you’re still unhappy

    If you don’t receive a response within 90 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:

    Web: www.afca.org.au

    Email: info@afca.org.au

    Phone: 1800 931 678 (free call)

    Post: Australian Financial Complaints Authority, GPO Box 3, MELBOURNE VIC 3001

Back to Toll Group page