This page is designed to give you information about how complaints are managed for Verve Super, a sub-plan of the Future Super superannuation fund, being a product issued by Diversa Trustees Limited (ABN 49 006 421 638; AFSL 235153; RSE Licence L0000635).
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 our social media platforms, or use our chat function. How you contact us is up to you.
Contact details to provide us with feedback or to make a complaint in relation to Verve Super:
What does a complaint cost?
The entire Verve 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 Verve Super, please contact us, or arrange for your representative to contact us. We will endeavour to assist you with lodging your complaint.
At Verve Super, 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.
Is your complaint about the Trustee or one of our Partners (or both)?
Diversa Trustees Limited (Diversa) is the trustee of Verve Super and works with different partners that help run Verve Super. This means that when you make a complaint about Verve Super, it may relate to a product or service provided by one of our partners or to products or services provided by both us and our partners.
Our partners assist in providing services to you in several ways. They may operate call centres to assist us in responding to your queries, manage websites providing you with information about our products, and provide claims management services to help us pay benefits. For more information about how our partners assist us with Verve Super, please refer to the Product Disclosure Statement, Additional Information Booklet and Insurance guide available from the Fund’s website.
If your complaint relates to a product or service wholly provided by one of our partners, their complaints policy will apply to the complaint and not Diversa’s policy. However, if you are a member or beneficiary of Verve Super, we will still work with the relevant partner to ensure your complaint is managed appropriately.
If your complaint relates to products or services that both we and our partners provide, then Diversa’s policy will apply, and we will work with the relevant service provider to ensure all of the issues you have raised in your complaint are managed appropriately.
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:
Call: 1800 931 678 (free call)
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.
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:
These policies are available in hard copy upon request – to request a copy use the contact details below.