Complaints process
If you have a complaint please follow the process below.
Making a complaint
1. Contact HIP to discuss the complaint. If it cannot be resolved then...
2. Write to:
HIP Super
Locked Bag 23
SYDNEY NSW 1236
If you are not satisfied with our internal complaints resolution procedures (or your complaint is not resolved within 90 days), you may contact one of the external complaints bodies, depending on the type of complaint, as follows:
Complaints about a decision of the Trustee
If your complaint relates to a decision of the Trustee, you may be able to take your complaint to the Superannuation Complaints Tribunal (SCT). The SCT may also consider certain decisions by insurers relating to benefits payable from the fund.
The SCT is an independent body set up by the Federal Government to review trustee decisions relating to members (as opposed to trustee decisions relating to the management of the fund as a whole). The SCT may be able to assist you to resolve your complaint about a decision of the trustee, but will only become involved after you have made use of the trustee’s internal complaints resolution procedures (see above).
To find out whether the SCT can handle your complaint and the type of information you need to provide, you can contact them as follows:
Superannuation Complaints Tribunal
Locked Bag 3060
GPO Melbourne Vic 3001
Phone: 1300 780 808
Web: sct.gov.au
Other complaints about the trustee
If your complaint is outside the jurisdiction of the SCT (for example, because it relates to advice given on a non-superannuation product by the trustee or its representatives), you may have the right to take your complaint (if it has not been resolved within 45 days or 90 if the fund promptly advises you that it needs 90 days and you agree to this extension of time) to the Financial Industry Complaints Service Ltd (FICS).
The following are the contact details for FICS:
Financial Industry Complaints Service
PO Box 579
Collins Street West
Melbourne Vic 8007
Phone: 1300 780 808
Web: fics.asn.au
You should, however, follow our internal complaints resolution procedures (see above) before making a complaint to FICS.
This website is provided by Private Hospitals Superannuation Pty Ltd ABN 59 006 792 749, AFSL 247063, RSE L0001533, Trustee of Health Industry Plan (SPIN HIP0100AU, RSE R1056617), and is general information only. It does not take into account your objectives, financial situation or specific needs so you should look at your own financial position and requirements before making a decision. Please note that investments can go up and down. Past performance is not a reliable indicator of future performance. You should assess your own financial situation and needs, read the relevant Product Disclosure Statement and consult an adviser if required before making a decision about products on this website.