Complaint Procedure

We hope that you will always receive satisfactory service from the Energy Industries Superannuation Scheme and that all your enquiries will be promptly attended to. However, if you are dissatisfied with the service you are receiving, we encourage you to lodge a formal complaint.

All complaints should be made in writing to:

Complaints Resolution Officer
Energy Industries Superannuation Scheme
PO Box N835
Grosvenor Place NSW 1220

The Complaints Resolution Officer, who maintains a register of all complaints and actions, will consider your complaint on behalf of the Trustee and provide you with a suitable response as soon as possible.

If you are not satisfied with the response or your complaint has not been resolved within 90 days, you have the option of referring your concern to the Superannuation Complaints Tribunal, located in Melbourne.

The Tribunal has been established by the Federal Government for the purpose of providing totally independent input into disputes which may arise between superannuation funds and their members, former members or beneficiaries. The Tribunal can only consider matters which impact on members personally and not in respect of the overall conduct of the Scheme.

You may only approach the Tribunal if you have first been through the Scheme's internal complaints procedure. In exercising its power, the Tribunal cannot alter the provisions of the Trust Deed. All complaints to the Tribunal must be made in writing and at your own expense.

The staff at the Tribunal will attempt to resolve the matter by conciliation, which involves assisting you and the Scheme to come to a mutual agreement. If no agreement is reached by conciliation, the Tribunal will determine the matter.

The contact details are:

Superannuation Complaints Tribunal
Locked Bag 3060
Melbourne Vic 3001
Tel: 1300 884 114

Alternatively, if you are a former member of one of the State Super Schemes who was transferred to the Energy Industries Superannuation Scheme, you may lodge an appeal with the NSW Industrial Relations Commission (in Court Session) within six months of being notified of the determination of your complaint by the Trustee, or within the time allowed by the Commission.