8am-8pm (AEST/AEDT)
Monday to Friday
1300 361 784
We're here to help
At Cbus we aim to provide the best service to our members and employers. If you’re unhappy with our service or products it’s important we hear from you. Your complaint will be treated seriously and investigated fairly and thoroughly by your dedicated Complaints Resolution Officer. If your matter is urgent, or you need to update your details or you need an update on your claim, we encourage you to call us on 1300 361 784 or complete the General enquiries form.
Who can make a complaint?
- A member
- A former member
- An employer
- A beneficiary
- An executor of a late member’s estate
- A person who has made a claim on a death benefit.
Read about beneficiaries.
Access a copy of our Complaints Management Policy (PDF).
The Complaints process is free of charge to all eligible Complainants.
When can I expect my complaint to be resolved?
Your Complaints Resolution Officer will write to you within 45 days of your complaint to notify you of the outcome. Our written response will include the reason of our decision, details of the investigation and options for further review.
In exceptional cases, we may need more time to investigate and respond to your complaint. If this occurs, we will let you know. Our Complaints Fact Sheet (PDF) includes further information about how to make a complaint.
What if I’m not happy with my complaint response?
Who to contact about super complaints
If you’re not happy with how we’ve handled your issue you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
AFCA is an independent dispute resolution body set up by the Federal Government to provide a free, impartial and binding dispute resolution service for financial services.
For more information about the types of complaints that AFCA can deal with and the information you’ll need to provide, contact AFCA:
- Write to GPO Box 3 Melbourne VIC 3001
- Call 1800 931 678
- Email info@afca.org.au
- Visit the Australian Financial Complaints Authority website.
Who to contact about privacy complaints
If we fail to provide you with a written response to a privacy related complaint within 30 days of the date we received your complaint, or you’re unhappy with our response to your complaint, you can take the matter further with the Office of the Australian Information Commissioner (OAIC).
Complaints can be raised with the OAIC online or in writing:
- Write to GPO Box 5218, Sydney NSW 2001
- Submit your complaint on the Office of the Australian Information Commissioner website.
How do I make a complaint?
You can complain in the way that’s most convenient for you – by phone, online, post or in person.
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Call
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Email
Email
Use this form to submit your complaint.
mail
Write
Cbus Complaints Officer
Cbus
PO Box 24231
Melbourne 3001
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Visit
Front counter service
VIC
Open 9am-5pm (local time), Monday to Friday
Level 19, 130 Lonsdale Street, Melbourne 3000
Check in with the Wesley Place concierge on the ground floor. You will need to show ID to access the Melbourne front counter. Your driving licence, passport, Cbus member card or union card are acceptable.
Get directions - Melbourne front counter
NSW
Open 8.30am-4.30pm (local time), Monday to Friday
Level 25, 44 Market Street, Sydney
Get directions - Sydney front counter
QLD
Open 8am-4pm (local time), Monday to Friday
Level 3A, 300 Adelaide Street, Brisbane
Get directions - Brisbane front counter
SA
Open 9am-5pm (local time), Monday to Friday
Ground floor, 50 Flinders St, Adelaide
Get directions - Adelaide front counter
WA
Open 9am-4pm (local time), Monday to Friday
Level 1, 82 Royal Street, East Perth