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While RBF is committed to providing all members with quality service all of the time, sometimes our service might not meet your expectations, or you may not agree with a decision that RBF has made that affects you. For this reason, RBF has a comprehensive complaint and review process to address member concerns.
RBF views member feedback as an opportunity for us to improve our service and we are committed to settling any member concerns quickly and fairly.
What's a review?
A review relates to a decision made by RBF concerning a member's entitlement to a benefit, where the member who is affected by the decision asks RBF to reconsider its decision. For more information about reviews, please see the section How can I have a decision reviewed.
Complaints about administrative matters
If you are unhappy with the way RBF has handled an administrative matter you should contact RBF's Complaints Officer directly. For example, you may consider you have been provided with incorrect information or a request has not been addressed within a reasonable time.
The Complaints Officer is an internal staff member independent of the issues subject to the complaint. Any letters of complaint are automatically reviewed by a sub-committee of the RBF Board.
RBF can only act on complaints provided in writing. If you have a complaint, please notify RBF in writing, addressed to:
Complaints Officer
Retirement Benefits Fund Board
GPO Box 446
HOBART TAS 7001
RBF will send you a letter or email to acknowledge your complaint, usually within 7 days of receiving your complaint. We will then try to resolve your complaint within 30 days. We will then write to you again, letting you know our findings, and our intended actions.
If you require further information or wish to discuss the complaint process, you should contact the Complaints Officer on 1800 622 631.
What if I am not satisfied with RBF's response to my complaint?
If your complaint has been reviewed and you are not satisfied with the response provided by RBF, you have the option of lodging a complaint with the Ombudsman. The Ombudsman's website provides further information.
The Ombudsman can be contacted on 1300 766 725 or via email at ombudsman@justice.tas.gov.au.
How can I have a decision reviewed?
The RBF Board has delegated specific decision-making powers to RBF staff. If you are not satisfied with a decision that affects you, made by a delegate of the Board, you may request that the decision be reviewed.
For example, a delegate of the Board may have found that you are ineligible for a total and permanent invalidity benefit. In invalidity retirement cases, a further review may include seeking additional reports from doctors involved in the case.
After you have been provided with the opportunity to submit additional information, the Chief Executive Officer (under delegated authority from the Board) will then consider your application. If the matter is unable to be resolved after consideration by the Chief Executive Officer, you will be provided with an opportunity to attend a hearing before the full RBF Board, where you may appear in person and with a representative of your choice.
If you wish to have a decision reviewed, you need to provide your request in writing to:
Executive Support Officer
Retirement Benefits Fund Board
GPO Box 446
HOBART TAS 7001
If you require further information or wish to discuss the review process, the Executive Support Officer can be contacted on (03) 6233 2570 or 1800 622 631.
What if I am not satisfied with the RBF Board's review of the decision?
The Retirement Benefits Regulations 2005 and the Tasmanian Accumulation Scheme Trust Deed provide further appeal rights to members who remain dissatisfied following a Board hearing. The Executive Support Officer can provide further information regarding these options.
Can I use the Superannuation Complaints Tribunal?
The RBF is an Exempt Public Sector Superannuation Scheme, so is not covered by the complaints system under the Commonwealth Superannuation Industry (Supervision) Act 1993 and the Superannuation (Resolution of Complaints) Act 1993.
This means that if RBF members are unhappy with a determination made by the RBF Board they cannot lodge a complaint with the Superannuation Complaints Tribunal.
While the Commonwealth legislation regarding complaints does not apply to RBF, the Board strongly encourages members who have a complaint to use the complaint and review process outlined.
How do I obtain information about me held by RBF?
The Freedom of Information Act 1991 (FOI) provides a member with a general right to access to information held by Government Agencies, including RBF. The FOI Act provides some exemptions which are necessary to protect matters of essential public interest and the private affairs of individuals.
You may exercise your right to obtain information held by RBF which relates to you or your superannuation entitlements.
The Department of Justice website provides a comprehensive FOI User's Guide.
The FOI application form is also available from the Department of Justice website.
Any FOI requests relating to RBF should be directed to:
Freedom of Information Officer
Retirement Benefits Fund Board
GPO Box 446
HOBART TAS 7001
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