Make a complaint

Make a complaint

Complaint Resolution Process

Super SA prides itself on providing an exceptional superannuation administration service for our members and investors. If you are dissatisfied with our service or products, we want to know so that we can improve. The simplest way to resolve any concern is to discuss it with us by calling 1300 369 315 (9:30am – 5pm weekdays). Alternatively, you may raise your concern in writing by email to supersa@sa.gov.au, or post to Super SA, GPO Box 48, Adelaide SA 5001. You may also visit us at the Member Centre (appointments are welcome).

If your enquiry is not resolved to your satisfaction, you can contact us to lodge a formal complaint with our team in the following ways:

All fields marked are mandatory.

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What are the timeframes?

A written acknowledgement of the complaint will be issued within one working day (or as soon as practicable from receipt). The Disputes Resolution team will investigate the matter thoroughly and provide you with a written response within 45 days of receiving the complaint. If the complaint response cannot be issued within this time frame, we will contact you to advise you of the delay.

The SA Government Super Schemes are Exempt Public Sector Schemes under the Superannuation Industry (Supervision) Act 1993 (SIS Act). They are not subject to the jurisdiction of the Superannuation Complaints Tribunal (SCT) or the Australian Financial Complaints Authority (AFCA).

Email: Send us an email with the contents of your complaint to supercomplaints@sa.gov.au. Please ensure within the contents of your email you include your full name, Client or Account ID, date of birth and current address.

Form: You can download our Member Complaint Form and send it to us via email or post. 

Telephone: you can call us between 9.30am and 5pm Monday through Friday on 1300 369 315 and we will lodge the complaint on your behalf.

By Appointment: You can visit us in the Member centre at Ground Floor, 151 Pirie Street, Adelaide

Mail: You can address a letter to: Dispute Resolution Team, Super SA, GPO Box 48, Adelaide SA 5001.
Please ensure within the contents of your letter you include your full name, Client or Account ID, date of birth and current address.

What are the timeframes?

A written acknowledgement of the complaint will be issued within one working day (or as soon as practicable from receipt). The Disputes Resolution team will investigate the matter thoroughly and provide you with a written response within 45 days of receiving the complaint. If the complaint response cannot be issued within this time frame, we will contact you to advise you of the delay.

The SA Government Super Schemes are Exempt Public Sector Schemes under the Superannuation Industry (Supervision) Act 1993 (SIS Act). They are not subject to the jurisdiction of the Superannuation Complaints Tribunal (SCT) or the Australian Financial Complaints Authority (AFCA).

If you believe that your complaint has not been resolved satisfactorily through our complaints process, or you wish to review a decision made by Super SA (or delegate of the Board/Corporation), you may raise the matter as follows:

Members of Triple S, Flexible Rollover Product, Income Stream, Lump Sum and the Pension Scheme

The Secretary Super SA Board GPO Box 48 Adelaide SA 5001
The Secretary Southern Select Super Corporation GPO Box 48 Adelaide SA 5001
State Ombudsman PO Box 3651 Rundle Mall SA 5000 (or fill in a form online at www.ombudsman.sa.gov.au)
SACAT GPO Box 2361 Adelaide SA 5001 (Phone 1800 723 767)

An application to review a decision to the Board, or SACAT must be made within three months of receiving notice of the decision.

Members of Super SA Select

The Secretary Super SA Board GPO Box 48 Adelaide SA 5001
The Secretary Southern Select Super Corporation GPO Box 48 Adelaide SA 5001
State Ombudsman PO Box 3651 Rundle Mall SA 5000 (or fill in a form online at www.ombudsman.sa.gov.au)
SACAT GPO Box 2361 Adelaide SA 5001 (Phone 1800 723 767)

Applications to SACAT must be made within 21 days of the decision being reviewed.

The SA Government Super Schemes are Exempt Public Sector Schemes under the Superannuation Industry (Supervision) Act 1993 (SIS Act). They are not subject to the jurisdiction of the Superannuation Complaints Tribunal (SCT) or the Australian Financial Complaints Authority (AFCA)

  • When you submit an application to Super SA, there are a number of steps involved before your request can be processed and finalised. This is because most super entitlements are linked to employment and information often needs to be sourced from the various payroll agencies and employers and this can take some time.

    For example:

    • When processing your request to access your account balance, Super SA often needs to ensure your final super contribution has been paid by your employer.
    • When processing your Income Protection claim, Super SA needs to confirm your salary and employment terms (ie. whether you are full time, part time or casual) in order to calculate your entitlement. When processing the claim, the medical information needs to be assessed against the eligibility criteria stated under the legislation.
    • When processing an insurance claim, the medical information needs to be assessed against the eligibility criteria stated under the legislation.
  • It is important to note that there are time limits to apply for Income Protection benefits or Total and Permanent Disablement insurance benefits. In general, these are as follows:

    To be eligible for Income Protection insurance you must: To be eligible for Total and Permanent Disablement (TPD) insurance you must generally:
    • Apply within 6 months of the day you last worked; or
    • Apply within 6 months from the last day of paid leave (eg sick leave in connection with the incapacity, annual leave, long service leave).
    • Apply within 2 years from the date of termination of employment.

    Members can request an extension to the time limit in some circumstances. Members need to apply in writing and must provide the following information:

    • the length of delay that has occurred; and
    • the explanation for the delay; and
    • any hardship that will occur if the time limit is not extended; and
    • the extent to which it will cause any unfairness if the time limit is not extended; and
    • any other relevant factor.


     

  • The schemes and products are administered in accordance with the appropriate legislation. The investment and management of the funds is the responsibility of Funds SA, a South Australian government-owned corporation.

    Funds SA designs and implements the investment strategies for the investment options for the schemes/products administered by Super SA; including reviewing and monitoring their performance to ensure that the objectives of each option are being met.

    When considering the most suitable investment strategy to meet your needs and investment concern we suggest that you use our What Type of Investor am I? calculator to determine your attitude to risk or considering seeking professional financial planning advice.

     

    Further information about investments including performance, market commentary and unit prices can be found here

  • To ensure the accuracy of all calculations Super SA has rigorous checking procedures in place. All calculations are performed in accordance with the relevant legislation and the information provided by the various payroll agencies and employers. While the Office generally has no discretion in these calculations, you may request that we review the calculation to ensure it was made in accordance with the legislation.
  • Should you die, your entitlement will be paid to your surviving spouse and/or a putative spouse. Should you not have a partner, the entitlement will be paid to your Estate.

    Legal Personal Representative

    Triple S members and Flexible Rollover Product and Income Stream investors can make a binding nomination for their death benefit to be paid to their nominated Legal Personal Representative (LPR) (ie estate). By nominating their legal personal representative, the death benefit will be paid to their Estate rather than their spouse, and distributed according to their Will, or if they do not have one, the Statutes. Members will need to ensure that their Will reflects their wishes as to the distribution of their death benefit from their Estate.  

    Nominating a legal personal representative is not the same as nominating a beneficiary. The rules do not allow you to nominate specific beneficiaries.

  • Eligible South Australian public sector workers will be able to choose their preferred superannuation fund under new laws that have passed State Parliament. To read more about this, click here.
  • There are specific circumstances in which you can access your super before you reach your preservation age.

    To determine whether you can access your super, the Super SA Board will assess your circumstances against compassionate or severe financial hardship criteria defined by Commonwealth governing legislation.

    These Commonwealth rules allow for the release of benefits for medical treatment, to prevent foreclosure or forced sale of a home, to modify a home or vehicle to accommodate special needs arising from severe disability or to pay for palliative care, death or funeral expenses. Please see the Early Release on Specified Grounds Fact Sheet for more information.

The superannuation schemes administered by Super SA are exempt public sector superannuation schemes and are not regulated by the Australian Securities and Investments Commission (ASIC) or the Australian Prudential Regulation Authority (APRA). Super SA is not required to hold an Australian Financial Services Licence to provide general advice about a Super SA product. The information in this publication is of a general nature only and has been prepared without taking into account your objectives, financial situation or needs. Super SA recommends that before making any decisions about its products you consider the appropriateness of this information in the context of your own objectives, financial situation and needs, read the Product Disclosure Statement (PDS) and seek financial advice from a licensed financial adviser in relation to your financial position and requirements. 

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