If you wish to make a complaint, please let us know by writing to us at:
Hostplus Resolutions Officer
Locked Bag 5046,
Parramatta NSW 2124
You can also send an email regarding your complaint to firstname.lastname@example.org.
We take complaints very seriously and treat each complaint as an opportunity to improve our services. We will acknowledge your complaint as soon as we have received it, as well as provide you with specific details relevant to your complaint.
A resolution will be provided to complainants within 45 days for superannuation matters and 90 days for complaints relating to the distribution of a superannuation death benefit, or reasons will be provided for the delay of a resolution for either type of complaint within each respective timeframe.
You can find out more about this in our complaints process fact sheet.
If you are not happy with the way your complaint has been handled, or if you have not received a response within 45 days, you have the option to contact the Australian Financial Complaints Authority, or AFCA. AFCA provides fair and independent financial services complaint resolution that is available at no extra cost to Hostplus members.
Although you are able to refer the matter to AFCA at any time, they will not usually deal with your complaint until it has been through Hostplus’ complaints handling process.