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ESUPERFUND Complaints Policy

ESUPERFUND Pty Ltd (AFSL 340762) is committed to handling complaints fairly, efficiently and free of charge. This Policy explains how you can make a complaint, what we will do, and how to access external dispute resolution if you are not satisfied with our response.

 
 
What is a complaint?

A complaint is any expression of dissatisfaction about ESUPERFUND, its products, services, staff or complaint handling, where you expect or require a response or resolution. You do not need to use the word 'complaint'.

 
 
How to make a complaint

You can contact us by:

Email: complaints@esuperfund.com.au

Post: Complaints Manager, ESUPERFUND Pty Ltd, PO Box 401, North Melbourne VIC 3051

Online: ESUPERFUND Client Portal

You do not need to make your complaint in writing. There is no charge for making or pursuing a complaint. You may appoint a representative, such as a financial counsellor or legal practitioner, to lodge a complaint on your behalf.

If you need assistance to make a complaint, please let us know and we will do our best to accommodate your needs.

 
 
What happens after you complain?

Acknowledgement: We will acknowledge your complaint within one business day of receiving it, or as soon as practicable.

Investigation: We will assess and investigate your complaint fairly and objectively. Where practicable, your complaint will be reviewed by someone who was not involved in the matter you are complaining about.

Response: We will provide you with a written response within 30 calendar days of receiving your complaint. Our response will tell you the outcome, the reasons for our decision, any remedy offered, and your right to take the matter to the Australian Financial Complaints Authority (AFCA) if you are not satisfied.

Delays: If we are unable to respond within 30 calendar days due to complexity or circumstances outside our control, we will notify you before that period expires. Our notification will explain the reason for the delay and remind you of your right to contact AFCA.

 
 
If you are not satisfied with our response

If you are not satisfied with our response, or if we have not responded within the applicable timeframe, you may lodge a complaint with AFCA. AFCA provides free and independent dispute resolution for financial complaints.

Website: www.afca.org.au | Telephone: 1800 931 678 | Email: info@afca.org.au | Post: GPO Box 3, Melbourne VIC 3001

Time limits apply to lodging a complaint with AFCA. For most financial services complaints, you must lodge your complaint within two years of receiving our response.

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ESUPERFUND Pty Ltd as Trustee for ESUPERFUND Trust ABN 37 842 535 715

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General Advice Warning

No Advice Express or Implied: The contents of this website are of a general nature only and have not been prepared to take into account any particular investor's objectives, financial situation or particular needs. ESUPERFUND does not provide financial product advice or recommend any financial products either expressly or implied. ESUPERFUND expressly states that it does not recommend, represent as suitable, or endorse any financial product or service available through ESUPERFUND. This applies equally to those financial products which are established for your SMSF when you become a client of ESUPERFUND. Any information provided in relation to any financial product or service available through ESUPERFUND is factual information only about the operation of the account and how data is made available to ESUPERFUND. Where this website refers to a particular financial product then you should obtain a Product Disclosure Statement (PDS) relating to that product and consider the PDS before making any decision about whether to acquire the product. We also recommend that you should seek professional advice (see below) from a financial adviser before making any decision to purchase any financial product referred to on this website. While the sources for the material are considered reliable, responsibility is not accepted for any inaccuracies, errors or omissions.

Seek Professional Advice from a Financial Adviser: ESUPERFUND is a no advice model and does not provide financial, legal or tax advice to clients. We recommend that you seek appropriate professional advice in view of your personal circumstances. A licensed financial adviser will consider your personal situation and make a recommendation suitable to your financial needs. All information detailed on our website is purely factual and is general in nature. Accordingly, you should not rely on it. It should always be remembered that Trustees are legally responsible for all the decisions made even if you obtain advice from a Financial Planner. Whilst a Financial Professional can provide advice and assistance you are ultimately responsible for the Fund.

Fees: Fees relating to operating your SMSF with ESUPERFUND are detailed on our fee page here. When setting up an SMSF it is important to understand that additional fees may apply that must be carefully considered prior to making a decision to set up an SMSF including an ATO Supervisory Levy, Company Trustee Setup Fee (where applicable), and Investment Fees.