How to make a complaint
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| Phone: | 1300 650 873 Monday to Friday 8:00am to 8:00pm (AEST/AEDT) |
|---|---|
| International: | +61 3 9131 6373 |
| Accessible help: | Deaf or hearing impaired Call the National Relay Service (NRS) on 1300 555 727 and ask for 1300 650 873. Translation or interpreter Call 13 14 50 – and say your language at the prompt. |
| Email: | complaints_officer@aware.com.au |
| Online: | Submit a complaint |
| Write to us: | Complaints Officer Aware Super GPO BOX 89 Melbourne VIC 3001 |
Support in making a complaint
Aware Super provides additional support for members who have a hearing or speech impairment (through the National Relay Service), or who may require an interpreter (through the Telephone Interpreter Service).
Who can make a complaint
- Current and former members of Aware Super
- Third parties who are authorised to act on behalf of the complainant
- Beneficiaries with an interest in a death benefit or an insurance contract
- An executor or administrator of a deceased member’s estate.
- Non-members can also make a complaint to Aware Super about general matters (for example regarding our operations, investment decisions, advertising, or public statements, etc.)
What information to include when making a complaint
To help us resolve your complaint quickly, please include:
- Your member number (if applicable)
- Your name and contact details
- What your complaint is about including what happened and when
- The product/service involved
- What outcome you’re seeking
- Any supporting documents ready to send to us when you receive contact details of the case manager or email address.
Complaint Handling Principles
Aware Super has an open, positive, and robust approach to managing complaints. We are committed to resolving all complaints in line with the following principles:
