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 IFAA regarding your Energy Super entitlements, the maximum time frame is 90 days from your initial enquiry.

If you’re not satisfied with our decision, you may contact the Superannuation Complaints Tribunal (SCT). The SCT is an independent body set up by the Federal Government to consider certain superannuation related complaints by members, former members and their beneficiaries.

To find out if the SCT can handle your complaint, you can contact them as follows:

Superannuation Complaints Tribunal

Locked Bag 3060

Melbourne Vic 3001

Phone: 1300 884 114

Fax: (03) 8635 5588

Email: info@sct.gov.au

Website: www.sct.gov.au

For complaints regarding any financial product advice you have been provided by ESI FS the maximum time frame is 45 days from your initial enquiry. These complaints can be referred to the Financial Ombudsman Service (FOS), with whom both organisations hold membership. FOS is an independent body that has been established to provide free advice and assistance to consumers to help them in resolving complaints relating to members of the financial services industry.

To find out if the FOS can handle your complaint, contact FOS on 1300 367 287, or in writing to GPO Box 3, Melbourne VIC 3001. More details can be found on their website www.fos.org.au

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