Internal Dispute Resolution
AMIST Super has an Internal Dispute Resolution process to deal with complaints by members and beneficiaries. You are encouraged to provide us with the opportunity to deal with your complaint prior to referring it to an External Dispute Resolution body.
Complaints may be made in writing by letter or e-mail, or may be accepted over the phone. The preference is that complaints are in writing detailing the subject of the complaint and the expected resolution.
We will attempt to resolve the complaint and provide a response as soon as possible; in most cases this will occur within a maximum of twenty days from the date that we receive a response, however where the matter is more complex it may take longer.
By law we must provide a response within a maximum of ninety days.
External Dispute Resolution
If you are not satisfied with our action or response to a complaint, or we have not provided a response within ninety days, you may refer the matter to an External Dispute Resolution body. These bodies are independent of the Trustee and there is no cost to have the complaint dealt with by these bodies
The relevant External Dispute Resolution body is the Australian Financial Complaints Authority (AFCA).
Please note: There are some time limits for lodging certain complaints with AFCA. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision
Their contact details are: