Making a Complaint
We have arrangements in place for you to make enquiries or complaints about the operation or management of the Fund.
The arrangements that we have established are:
- Email us at [email protected]
- Give us a call on (02) 8074 1772 or
- Mail the Complaints Officer at Slate Super, PO Box R1979, Royal Exchange NSW 1225.
Receipt of a complaint will be acknowledged by the Fund within 24 hours, or as soon as practicable. The complaint will be investigated, and action initiated to resolve the matter. A written response will be made as soon as possible but within the timeframes prescribed by superannuation legislation.
The Complaints Officer will investigate your complaint and write to inform you of the results of that investigation no later than 45 calendar days after receiving your complaint (unless the complaint relates to a death benefit distribution, in which case the Complaints Officer will respond no later than 90 calendar days after the expiry of the 28 calendar day period for objecting to a proposed death benefit distribution).
For any complaint that is unable to be resolved to your satisfaction, or if you do not receive a response within the prescribed timeframes set out above, the government has established an independent body, the Australian Financial Complaints Authority (AFCA). AFCA’s contact details are: