Complaints handling procedure

This procedure explains the process for addressing situations when clients consider their expectations of our services have not been met.

We treat complaints about our services seriously

Our commitment is to investigate and try to resolve concerns that are raised with us. We learn from this and aim to improve our practices. We will investigate complaints promptly, professionally, fairly and consistently.

If you wish to complain about a trustee or administrator handling an administration

Please refer to: Resolving complaints.

If you wish to complain about AFSA’s service

We encourage you to initially contact the AFSA employee who you have been dealing with in order to resolve your issue. If you are not comfortable with this or are not satisfied with their response, you should ask to speak to that employee’s manager.

Alternatively, you can lodge a complaint with AFSA through one of the means outlined below.

How to lodge a complaint with AFSA

What to include in your complaint

You should provide detailed information about the nature of your complaint to enable us to properly investigate your concerns.

You should provide your preferred method of contact to enable us to respond to you promptly.

You should provide any appropriate reference number/s (if you have one) so that we can identify the matter to which your complaint relates.

If you would prefer that some of your contact details are not recorded, or are not made available to a person in AFSA, you should tell us.

Complaints process

Once received by AFSA, the details of your complaint will be recorded in our internal complaints handling system. If we can resolve your complaint immediately, we will do so. If we are unable to resolve your complaint immediately, we will refer it to the appropriate person within AFSA.

If your complaint is made in writing we will acknowledge receipt of your complaint within 24 hours. We try to respond to complaints by phone, however, written responses will be provided when appropriate.

If we cannot assist you, we will tell you about other avenues available to help resolve your complaint.


Ordinarily, we aim to finalise complaints within 14 days of receipt. Those complaints which are complicated may not be able to be finalised within this timeframe, however, you will be kept informed of the progress of your complaint.

If you remain dissatisfied

If you remain dissatisfied with AFSA’s handling of your complaint, you may wish to contact the Commonwealth Ombudsman on 1300 362 072.

Further information can be obtained at