Complaints
How LUCRF Super handles enquiries & complaints
LUCRF Super treats every enquiry or complaint by a member or a beneficiary of a member as a serious issue. As a consequence, we have developed a formal procedure for handling your complaints and enquiries.
Can I make an enquiry by telephone?
Yes. You may make an enquiry by telephone, which we will endeavour to answer immediately, unless a written response is requested.
Do complaints need to be in writing?
No. Complaints can be received from members or sponsoring employers of the Fund. They can be received in a variety of forms (eg. in a letter, by email, by telephone or in person) and by a variety of people (eg. administration staff, directors, company secretary).
Any complaint in writing must be addressed to:
The Complaints Officer
LUCRF PTY LTD
PO Box 211
NORTH MELBOURNE VIC 3051
It is essential the letter includes your full name, membership number and current address.
We will endeavour to deal with your matter as promptly as possible, and certainly within 90 days, as required by Government legislation.
All complaints are formally recorded and reported to the Trustee Board.
What if I am not satisfied with LUCRF Super’s handling of my complaint?
In the event you are not satisfied with our response or the way we have handled your complaint, you may be able to refer the matter to the Superannuation Complaints Tribunal (SCT).
The Tribunal may be able to assist you to resolve your complaint, but only after you have made use of the Fund’s complaint handling process as described above. Once the Tribunal accepts your complaint, it will attempt to resolve the matter through conciliation, which involves assisting the parties to reach a mutual agreement. If conciliation is unsuccessful, your complaint is formally referred to the Tribunal for a determination.
You should first telephone to enquire as to whether the Tribunal can handle your complaint and the information you need to provide. Contact your local state office of the Australian Prudential Regulatory Authority on 1300 131 060, for the cost of a local call anywhere in Australia, or the Superannuation Complaints Tribunal on 1300 780 808
If you have any further queries, contact your nearest LUCRF Super office, on 1300 130 780.
