How can a complaint be made?
If you’re unhappy with our service or if something isn’t right, we'll try to help quickly. You can make a complaint online, by email, by phone, mail or in person.
Send us a message: A customer representative will acknowledge your message within one business day or as soon as practicable.
Email: mail@legalsuper.com.au
Phone: Free call within Australia 1800 060 312, Monday to Friday, between 8am and 8pm (AEST/AEDT). For international enquiries call +61 2 8571 6444.
Mail: legalsuper, locked bag 5081, Parramatta, NSW 2124.
Address: Level 8, 55 Collins Street, Melbourne, VIC, 3000.
What information should you include with your complaint?
To help us resolve your complaint as quickly as possible, please provide as much relevant information as you can.
This should include:
- Your full name and contact details
- Your legalsuper member number (if available)
- Details of your complaint, and if possible, a timeline of events
- Copies of any supporting documents regarding your complaint
- Your preferred method of communication
Need help lodging a complaint?
We’re committed to helping you resolve your complaint and are flexible in how we receive and deal with complaints.
If you require additional assistance to lodge a complaint or during the resolution process, contact us, we’re here to help.
Complaints resolution timeframe
We're required to consider and respond to superannuation trustee complaints within 45 calendar days, except for death benefit distribution complaints, to which we must respond within 90 calendar days after the objection period.
You can contact us at any time for an update on the progress of your complaint.
If you’re not satisfied with our response to your complaint, or if we don't respond within the required time, you can ask us for a review.
Complaints policy
We have an Internal Dispute Resolution Policy in place to ensure timely and fair resolution of complaints within legalsuper.
You can also access external dispute resolution services as detailed below.
External dispute resolution process
If you’re unhappy with the outcome of your complaint, you can escalate the matter to the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution service.
You can find out more about AFCA on their website: www.afca.org.au
AFCA Contact Details
Phone: 1800 931 678
Email: info@afca.org.au
Postal address: Australian Financial Complaints Authority Limited, GPO Box 3, Melbourne, VIC, 3001