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Drawer 07

Make it a complaint. Get the number.

An insurer, fund or bank has to answer a complaint inside 30 days, 45 for a super trustee. Only if it is logged as one. Say the word.

Subject: Complaint — [what happened] — [your full name], DOB [your date of birth] — [their reference]

Dear [the agency],

This is a complaint. Please give it an internal dispute resolution reference and respond in writing.

Summary

  • [what happened].
  • Your reference: [their reference].
  • I ask for: [what you want done].
  • If [the agency] says it has already answered, I ask it to say so in writing.

Identity is not in issue

I have completed your identity verification. You hold the record of it. Nothing in this complaint is waiting on anything from me.

What I am asking for

  1. An IDR reference number by return.
  2. A written response within 30 calendar days, or 45 if you are responding as a superannuation trustee. If you cannot meet that, an IDR delay notification that says why and when.
  3. [what you want done].

A reasonable adjustment

I ask that all contact be in writing, to this email address.

Regards,
[your full name]
[your email]
today

Which body

The firm’s complaints address. It is in the product disclosure statement and on its site under “complaints”. Copy the customer advocate if it has one.

Which clock

30 calendar days · 45 for a super trustee

ASIC RG 271, Table 2

Which document

Your earlier letters, in date order. Their reference numbers.

The receipts
Standard complaints — No later than 30 calendar days after receiving the complaint.ASIC Regulatory Guide 271, Table 2 (RG 271.56)
Superannuation trustee complaints, except for complaints about death benefit distributions — No later than 45 calendar days after receiving the complaint.ASIC Regulatory Guide 271, Table 2 (RG 271.79)