Contact Us

Enquiries and complaints

If you wish to lodge a complaint about the Fund or its administration, please direct your communication to:

The Complaints Officer
Prime Super
Locked Bag 5103
Parramatta NSW 2124

Phone 1800 675 839 International +61 2 9374 3967

Email administration@primesuper.com.au

We try to respond to all queries and any complaints as efficiently as possible and aim to respond to you within 15 days for straightforward issues.

For more complex matters, we aim to resolve your complaint within 90 days and will update you every 28 days on the progress of your complaint.

Should you be unsatisfied with our response to your enquiry or complaint or if you do not receive our reply within 90 days, you may be able to contact the Australian Financial Complaints Authority (AFCA) to have your concern reviewed.

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

Phone 1800 931 678 (free call)
Email info@afca.org.au
Web afca.org.au

The AFCA is an independent body established to resolve superannuation and advice complaints of members and beneficiaries. AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Please note that there are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit. If you’re unhappy with our proposed distribution you must lodge an objection with us within 28 days. If you’re unhappy with our final distribution decision you must complain to AFCA within 28 days of being notified of the final decision to pay the death benefit.