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Complaint Resolution Process

Super SA prides itself on providing an exceptional superannuation administration service for members.

If you are dissatisfied with your member experience we want to know so that we can look to improve our service.

 

Step 1 - your answer could be here

Do you have a question about your entitlement, turn-around times, or your insurance benefit?

The following explanations may address your questions:

 

- Entitlement calculations

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, the Super SA Board or Southern Select Super Corporation can review a decision made by the Office.

- Turn around times for payment applications

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 information often needs to be sourced from the various payroll agencies and employers.

For instance, given that most super entitlements are linked to employment, Super SA often needs to confirm details with Payroll and this can take some time. Before Super SA can pay a benefit it must also receive the final super contribution payment from your employer. The insurance process requires medical information to be assessed against the eligibility criteria stated under the legislation which can also be a lengthy process.

Please ensure that any forms you send to Super SA are completed and the forms are posted to us if they require original signatures. If certified proof of identification identification (ID) is required, this needs to be attached to the form. If you are finding it difficult to have your ID documents certified, you may come in to our Contact Centre with your documents and we can arrange for them to be certified.

- Nominating a beneficiary

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.

- Choice of fund

Triple S members do not have the option of rolling their Triple S Account into another super fund or Self Managed Super Fund (SMSF) until a condition of release is met (ie resignation from the public sector, retirement, invalidity). Please note that there is no exception to this rule as it is a legislative requirement.

Super SA’s superannuation schemes are exempt from the Commonwealth Government’s Choice of Fund arrangements. This is because the Southern State Superannuation Act 2009 mandates that you must be a member of Triple S and for your employer to make the statutory required contributions to that scheme.

Commonwealth law also specifically excludes South Australian State government employees from being subject to choice of fund laws.

The unique features of Triple S provide public sector employees with a number of benefits. Features include its untaxed status, the absence of any caps on concessional contributions and the ability to access super from age 55: these features are not available to members of industry, retail and self-managed super funds. You can find out more about Triple S in the PDS or at a free member seminar.

- Time limits for insurance claims

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:

  • 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).

To be eligible for Total and Permanent Disablement (TPD) insurance you must:

  • Apply within 2 years from the commencement of the incapacity.

Members can appeal to the Super SA Board in writing to 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 Super SA Board has no power to extend the two year time limit.

Please contact Super SA for more information on this process.

- Investment performance

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.

- Unable to access super on compassionate grounds or due to financial hardship

Super SA Board does not have the authority to release any entitlements on compassionate or financial hardship grounds as the provision does not exist under the governing legislation.

 

Further information about schemes/products administered by Super SA can be found in the Product Disclosure Statements and associated fact sheets, located in the Forms & Publications tab on the homepage or in the Knowledge Centre.

 

Step 2 - call us

If you have further questions, you can call Member Services on 8207 2094 or 1300 369 315.

Step 3 - write to us

If your enquiry is not resolved to your satisfaction, you can lodge a complaint in writing to our Complaints Officer:

 

Online: complete and submit the Member Complaint Form online

Form: download the PDF Member Complaint Form and send it to Super SA

Mail: address letters to Complaints Officer, Super SA, GPO Box 48, Adelaide SA 5001

Email: send emails to supercomplaints@sa.gov.au

Super SA aims to resolve all complaints within 45 days of receipt.

Where next?

If you believe that your complaint has not been resolved satisfactorily through our complaints process, you may refer your complaint to the:

 
  • Super SA Board; or
  • Southern Select Super Corporation;or
  • State Ombudsman; or
  • Administrative and Disciplinary Division of the District Court

Please address your written complaint to either:

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)

 

Find out more about Super SA’s complaint resolution process with the Resolving Your Complaint fact sheet.