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
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:
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority, GPO Box 3, MELBOURNE VIC 3001