Living Super - Complaints information
This page is designed to give you information about how complaints are managed for Living Super, a product issued out of the ING Superannuation Fund.
Diversa Trustees Limited (we, us or our) is the trustee of the ING Superannuation Fund and works with different service providers (partners) that help run Living Super. This means that when you make a complaint about Living Super, it may relate to the Living Super product or service provided by us and/or one of our partners.
Our partners assist in providing services to you in a number of ways. They may operate call centres to assist us in responding to your queries, manage websites providing you with information about our products or provide claims management services to help us pay benefits. For more information about how our partners assist us with Living Super, please refer to the PDS.
If your complaint relates to products or services provided by us or jointly with our partners, then Diversa’s Complaints Handling Policy will apply and we will work with the relevant partner to ensure all of the issues you have raised in your complaint are managed appropriately.
If your complaint relates to a product or service wholly provided by one of our partners, their complaints handling policies will apply to the complaint and not Diversa’s policy. However, if you are a member or beneficiary of Living Super, we will still work with the relevant partner to ensure your complaint is managed appropriately.
For a copy of Diversa and/or our partner's complaints handling policies, please refer to the More Information section below.
How do I complain?
You can complain to us at any time, and in any way. You can call us, send us a letter or email, post on ING’s social media, or use a chat/messaging function (where this is available). How you contact us is up to you. To provide us with feedback or to make a complaint in relation to Living Super:
Call: 133 464, Monday to Friday, 8am–8pm (AEST/AEDT)
Email: customer.complaints@ing.com.au
Write to:
ING Manager, Customer Excellence
Reply Paid 4307
SYDNEY NSW 2001
You can even send us a message via Online Banking by selecting My Messages.
What does a complaint cost?
The entire Living Super complaints process is free of charge.
What to do if you need assistance to make a complaint?
We know that accessing and understanding financial services can be difficult. If you think you may need assistance to lodge a complaint with Living Super, please contact us, or arrange for your representative to contact us. We will endeavour to assist you with lodging your complaint.
We have access to the Translating and Interpreting Service (TIS) and National Relay Service (NRS) if required. TIS is a national interpreting service for people who do not speak English and for business who need to communicate with them. The NRS can provide a range of services for hearing and speech impaired people.
What to do if you need assistance to make a complaint?
We know that accessing and understanding financial services can be difficult. If you think you may need assistance to lodge a complaint with Living Super, please contact us, or arrange for your representative to contact us. We will endeavour to assist you with lodging your complaint.
We have access to the Translating and Interpreting Service (TIS) and National Relay Service (NRS) if required. TIS is a national interpreting service for people who do not speak English and for business who need to communicate with them. The NRS can provide a range of services for hearing and speech impaired people.
Australian Financial Complaints Authority (AFCA)
If you are not satisfied with our internal dispute resolution (IDR) response, or we have not resolved your complaint within 45 days (or for death benefit distribution complaints within 90 days), you can lodge a complaint with AFCA. AFCA provides fair and independent financial services complaint resolution that is free to consumers.
If we have not had an opportunity to resolve your complaint first, AFCA may ask us to work with you to investigate and respond to your complaint before they commence their process.
AFCA's contact details are below:
Website: www.afca.org.au
Call: 1800 931 678 (free call)
Email: info@afca.org.au
Write to:
Australian Financial Complaints Authority,
GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
More information
For more detailed information about how we and our partners manage complaints please refer to the applicable complaints handling policy, which will set out:
how you may lodge a complaint;
the options available to you if need additional assistance to lodge a complaint;
the key steps we or our partners will follow for dealing with complaints, including acknowledgement, assessment and investigation, and provision of an IDR response;
the applicable complaint response timeframes; and
details about accessing the Australian Financial Complaints Authority (AFCA) where a complaint is not resolved within the required timeframe, or to your satisfaction.
The complaints handling policies for us and our partners are available here:
Diversa Trustees Limited
Trustee of Living Super
ING Bank (Australia) Limited
Promoter of Living Super
MetLife Insurance Limited
Insurer of Living Super
Financial Synergy Holdings Limited
Administrator of Living Super
These policies are available in hard copy upon request - to request a copy use the contact details below.
We’re here to help – Living Super contact details
For more information or help in relation to the above, feel free to contact us on 133 464, Monday to Friday, from 8am to 8pm (AEST/AEDT).