Complaints

How LUCRF Super handles complaints

The Trustee takes complaints seriously and has a formal procedure for handling your enquiries and complaints fairly and confidentially.

You can make a complaint by telephone, in person or in writing.  We will endeavour to deal with your complaints as promptly as possible and certainly within the 90 days as required by Government Legislation.  On completing its investigation the Trustee will write to you explaining findings to concerns raised and look to find a satisfactory resolution where appropriate.

To lodge a formal complaint simply call 1300 130 780 or if you wish to make a written complaint to the Trustee please address your correspondence to The Complaints Officer at:

LUCRF Super
PO Box 211
NORTH MELBOURNE   VIC   3051

Or email to complaints@lucrf.com.au

To assist, please include details of your full name, current address and where appropriate your membership reference number

What if I am not satisfied with LUCRF Super’s handling of my complaint?

If after receiving the Trustee’s reply you are not satisfied with the response or how your complaint has been handled or you have not received a reply within 90 days  you may be able to refer your complaint to the Australian Financial Complaints Authority (AFCA). AFCA provides a fair and independent complaint resolution service that is free to consumers:

Australian Financial Complaints Authority
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
In writing: GPO Box 3 Melbourne VIC 3001

Please note, there are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.