Complaints

Complaints procedure

Here at Mine Super we put our customers first and want to ensure we’re always providing the best possible customer experience. We always value your feedback to continually improve our products and services.

If you have a complaint, please get in touch and we’ll make every effort to resolve your complaint quickly. There is no fee for lodging, managing or resolving your complaint.

Contact details

Our contact details are:
Phone: 13 64 63
Website: mine.com.au

In writing to: any of our offices (outlined in our Guidance document) or to:

  • Complaints Officer, Mine Superannuation Fund, PO Box 9, Newcastle NSW 2300

 

Customer Guidance

Our Complaints Management Policy and Customer Guidance outlines the policy and processes we follow to manage and resolve your complaint.

When you make your complaint, the person you make your complaint to will attempt to resolve it at that time, and if that is not possible, we will attempt to resolve it as quickly as possible. There are maximum timeframes that apply to the resolution of complaints and these are summarised below and outlined in more detail in our Complaints Management Policy and Customer Guidance. The timeframes are summarised below:
  • Super complaints – within 45 days of receipt of your complaint. Longer timeframes apply to certain death benefit related complaints and complex complaints.
  • Advice complaints – within 30 days of receipt of your complaint.
  • Privacy related complaints – within 30 days of receipt of your complaint.

 

Rights and responsibilities

So that we can manage and resolve your complaint fairly, effectively and efficiently we have set out the rights and responsibilities of Mine Super and you in our Rights and Responsibilities summary document. The rights and responsibilities explain that Mine Super and you have the right to be treated and the duty to treat each other with courtesy and respect, professionalism and fairness while your complaint is being managed and resolved.


Vulnerable customers

If you’re a vulnerable customer we have practices and processes to assist you resolve your complaint. These are outlined on our Support for Vulnerable Customers page. We encourage you to tell us if you are a vulnerable customer.


Escalation to AFCA and the OAIC

If you’re not happy with how we’ve handled your complaint, or we don’t respond to you within the timeframes outlined in our Complaints Management Policy and Customer Guidance, you can contact the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that’s free to consumers. 

You can contact AFCA on:
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

If your complaint is in relation to a privacy related matter and you’re not satisfied with the way in which we have resolved it, you can also contact the office of the Australian Information Commissioner (OAIC). The OAIC’s contact details are:

You can contact OAIC on:
Phone: 1300 363 992
Website: www.oaic.gov.au