Enquiries and complaints handling

First contact us

Contact us – on 1300 368 891 and we’ll do our best to resolve your issue.

If you feel you didn’t get the correct or fair outcome, your complaint will be referred to Mercy Super’s Complaints Officer or, if you would like to put your complaint in writing you can send it to:

Our Complaints Officer will review the matter and work to resolve the problem as soon as possible, within a maximum of 45 days.

External dispute resolution

If, after lodging a complaint with us you are not satisfied with our response or 45 days has passed since your complaint was first lodged, you have the option to refer your complaint to the to the Australian Financial Complaints Authority (AFCA).

AFCA is an external dispute resolution scheme established to deal with complaints relating to the financial system and to provide fair and independent financial services complaint resolution that is free to consumers. They can be contacted:

For more details about referring a complaint to AFCA, how AFCA handle complaints, and time limits that may apply, contact AFCA directly.