We have procedures in place to ensure timely and fair resolution of complaints within legalsuper. You also have access to impartial, external dispute resolution services.
Resolving a concern
In the first instance, members should call legalsuper on 1800 060 312 to try to resolve any concerns. If you prefer to advise us of an issue in writing, you can do so via email or post.
Lodging a formal complaint
If we are unable to resolve your concern, and you would like to provide more detailed information, you can lodge a formal complaint. You can lodge a complaint in writing, to our Complaints Officer by:
Locked Bag 5081
Parramatta, NSW, 2124
Call us on 1800 060 312
When a compliant is lodged with legalsuper, we have 90 days to resolve the complaint via our internal dispute resolution process; though we will investigate and work to address your concerns as quickly as possible. At any time you can contact our Complaints Officer for an update on the progress of the investigation. If you are not satisfied with the response to a complaint, you can request for it to be reviewed.
If you are not satisfied with legalsuper’s response, or if you would like the matter escalated, you can contact the Australian Financial Complaints Authority (AFCA).
The Australian Financial Complaints Authority (AFCA) provides fair and independent financial services complaint resolution that is free to consumers. You can find out more about AFCA through their website www.afca.org.au
AFCA Contact Details
phone: 1800 931 678
Australian Financial Complaints Authority Limited
GPO Box 3,
Melbourne VIC 3001
Consumers have a right to access the AFCA scheme without charge.