If you’re not happy with our response, the way we handled it or you didn’t receive the outcome you wanted, you can make a formal complaint. You can make a complaint over the phone but its best you send it to us in writing, so we get the full picture of the problem.
Call us on 1300 304 000 and clearly state you are making a formal complaint,
Send your complaint to us either via email to [email protected] or post it to Kinetic Super, Locked Bag 5091 Parramatta NSW 2124. Make sure you attention it to ‘The Complaints Officer’.
Make sure you include:
Clearly mark it as a ‘Notice of Complaint’
Your name and member number
Your contact details
A detailed description of what you believe went wrong
What outcome you are looking for and the best way to solve your complaint
Provide supporting information or documents that may support your complaint
We have 90 days by law to try and resolve your issue, however we will try to get to get it done sooner.
Escalating your complaint
If you’re not satisfied with our response or how it was handled (or haven’t received a response within 90 days), you can take your complaint to the Superannuation Complaints Tribunal (SCT), who’ll independently assess your complaint.
Can only accept your complaint if it has been through our internal complaints process first
Can only deal with some complaints. See the complaints the SCT can accept.
Has time limits in which you can make a complaint relating to a disablement claim or death benefit, See the SCT website for details on time limits.
If your complaint can’t be dealt by the SCT or relates to advice
The Financial Ombudsman Service (FOS) Australia resolves complaints that sit outside of the SCT, including complaints relating to advice given to you by an authorised person of Industry Fund Services Ltd (IFS) or representative of Kinetic Superannuation Ltd (KSL).