Make a complaint
Make a complaint
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. The simplest way to resolve any concerns can be to discuss it with us by calling 1300 369 315 (9:30am – 5pm weekdays). If we’re unable to address your concerns over the phone, you can lodge a formal complaint by writing to us.
Find out more about Super SA’s complaint resolution process with the Resolving Your Complaint fact sheet.
If your enquiry has not been resolved to your satisfaction, you can use this form to lodge a complaint to the Complaints Officer.
Super SA aims to resolve all complaints within 45 days of receipt.
All fields marked with an asterisk are mandatory.
- Email: Send us an email with the the contents of your complaint to email@example.com. 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.
- Mail: You can address a letter to our Complaints Team. Please ensure within the contents of your letter you include your full name, Client or Account ID, date of birth and current address.
GPO Box 48,
Adelaide SA 5001
Upon receiving your formal complaint, our team will provide a written acknowledgement. We will aim to resolve all complaints within 45 days of receipt.
- Super SA Board; or
- Southern Select Super Corporation;or
- State Ombudsman; or
- South Australian Civil and Administrative Tribunal (SACAT)
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)
- SACAT GPO Box 2361 Adelaide SA 5001
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 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.
- 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.
Time limits for insurance claims
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.
Entitlement calculationsTo 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.
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
Access super on compassionate grounds or due to financial hardship
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 information shown on this website is general information only. We haven’t considered your needs or objectives when providing the information. You should assess your own financial situation and needs and read the relevant Product Disclosure Statement before deciding about products on this website.