Complaints

Complaints resolution

The Trustee has an established complaints handling process. If you have a complaint about your investment, please take the following steps:

Step 1

Contact your adviser and discuss your complaint with them. If your complaint is not satisfactorily resolved, put your complaint in writing and address it to:

Complaints Officer
Tidswell Financial Services Ltd
GPO Box 1900
ADELAIDE  SA  5001
Telephone: +61 8 8223 1676
Email: mail@tidswell.com.au

We will acknowledge receipt of your complaint within 7 days and determine what further action is required to resolve your complaint quickly and fairly.

Step 2

If the matter cannot be resolved by the Trustee to your satisfaction within 90 days, you can lodge an appeal to an external forum, known as the Superannuation Complaints Tribunal [SCT]. The SCT is an independent body, established by the Commonwealth Government to resolve disputes between superannuation funds and their members and/or potential beneficiaries if the internal complaints procedure of the superannuation fund has failed to resolve the complaint. Acting as a mediator, the SCT aims to resolve issues by mutual agreement. If a mutual agreement cannot be reached, the SCT may review the matter and making a binding decision.

The complaints that the SCT can deal with are limited. If you wish to find out whether the SCT can deal with your complaint and, if so, what information you will need to supply, you may contact them at:

Superannuation Complaints Tribunal
Locked Bag 3060
MELBOURNE VIC 3001
Phone: 1300 884 114
Email: info@sct.gov.au

Adviser enquiries

If you have an adviser, they may ask AESF to provide them with information about your investment. It is AESF policy to supply this information, unless you have issued instructions in writing not to do so. If you change your adviser, please provide your new adviser’s details in writing so that your details are updated accordingly.