Complaints

Providing great service and looking after the best interests of our members and investors is central to everything we do. If you have an enquiry or you are not happy with our service, please let us know about it so we can do our best to help you as soon as we can. Refer to our Contact Us page to find out how.

This page is designed to give you information about how we manage complaints.

How do I complain?

You can complain to us at any time and in any way. You can call us, send us a letter or email, post on your fund’s social media, or use a chat/messaging function (where this is available). How you contact us is up to you. If you want to contact us directly, our details are:

Call:   +61 3 9097 2800 , Monday to Friday, 8am–5pm (AEST/AEDT)
Email: [email protected]
Write to: Complaints Officer
Diversa Trustees Limited or CCSL Limited
GPO Box 3001
Melbourne VIC 3001, Australia

What does a complaint cost?

The entire complaints process is free of charge.

What to do if you need assistance to make a complaint?

We know that accessing and understanding financial services can be difficult. If you think you may need assistance to lodge a complaint, please contact us, or arrange for your representative to contact us. We will endeavour to assist you with lodging your complaint.
We have access to the Translating and Interpreting Service (TIS) and National Relay Service (NRS) if required. TIS is a national interpreting service for people who do not speak English and for business who need to communicate with them. The NRS can provide a range of services for hearing and speech-impaired people.

Is your complaint about us or one of our Partners (or both)?

Diversa Trustees Limited (Diversa) and CCSL are the trustees of the Funds listed, and we work with different partners that help administer these funds. This means that when you make a complaint about your fund, it may relate to a product or service provided by one of our partners or to products or services provided by both us and our partners.

Our partners assist in providing services to you in a number of ways. They may operate call centres to assist us in responding to your queries, manage websites providing you with information about our products or provide claims management services to help us pay benefits. For more information about how our partners assist us with your fund please refer to the information for your fund.

If your complaint relates to a product or service wholly provided by one of our partners, their complaints policy will apply to the complaint and not our policy. However, if you are a member or beneficiary, we will still work with the relevant partner to ensure your complaint is managed appropriately.

If your complaint relates to products or services that both we and our partners provide then our policy will apply and we will work with the relevant service provider to ensure all of the issues you have raised in your complaint are managed appropriately.

Australian Financial Complaints Authority (AFCA)

If you are not satisfied with our internal dispute resolution (IDR) response, or we have not resolved your complaint within 45 days (or for death benefit distribution complaints within 90 days), you can lodge a complaint with AFCA.
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
If we have not had an opportunity to resolve your complaint first, AFCA may ask us to work with you to investigate and respond to your complaint before they commence their process.

AFCA’s contact details are below:
Website: www.afca.org.au
Call: 1800 931 678 (free call)
Email: [email protected]
Write to: Australian Financial Complaints Authority,
GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Our policy

For more detailed information about how we manage complaints please refer to our complaints handling policy, which will set out:

– how you may lodge a complaint;
– the options available to you if need additional assistance to lodge a complaint;
– the key steps we or our partners will follow for dealing with complaints, including
acknowledgement, assessment and investigation, and provision of an IDR response;
– the applicable complaint response timeframes; and
– details about accessing the Australian Financial Complaints Authority (AFCA) where a complaint is not resolved within the required timeframe, or to your satisfaction.

This policy is available in hard copy upon request – to request a copy contact us.