What do I do if I have a complaint?
If you’re unhappy with the services offered by Energy Super or ESI Financial Services contact us and we’ll address your concerns promptly and fairly.
We will try to resolve your complaint quickly and fairly and will endeavour to provide you with a resolution within the maximum time frames (see below). If the resolution we provide is not to your satisfaction and/or not provided to you within the maximum time frames, you also have the right to complain to the relevant external complaints body as described below. For complaints by members or their beneficiaries against the Trustee or the Fund's Administrator, Australian Administration Services Pty Limited (ABN 62 003 429 114) (Link) regarding your Energy Super entitlements, the maximum time frame is 90 days from your initial enquiry.
If the resolution we provide is not to your satisfaction and/or not provided to you within the maximum time frames, you may be eligible to take your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides consumers and small businesses with free, fast and binding dispute resolution for financial complaints.
New complaints can be lodged directly with AFCA by using AFCA’s online complaint form, sending a complaint by email or mail to AFCA, or phoning AFCA.
You can contact AFCA on:
Australian Financial Complaints Authority
Mail: GPO Box 3
MELBOURNE VIC 3001
Phone: 1800 931 678
Online: www.afca.org.au
Email: info@afca.org.au