1. Purpose

SEET is committed to dealing with complaints fairly, promptly, transparently and consistently.

A complaint means any expression of dissatisfaction made to or about SEET, its services, administration, staff, directors, claims handling, contributions, benefits, statements or decisions, where a response or resolution is expected.

2. Who can make a complaint

A complaint may be made by:

  • a member;
  • a former member;
  • a worker who may be entitled to a benefit;
  • an employer;
  • a beneficiary or authorised representative;
  • a union representative acting with authority; and
  • any person directly affected by a SEET decision or service.

3. How complaints can be made

Complaints may be made:

  • by email;
  • by phone;
  • in writing;
  • in person;
  • through the SEET website; and
  • through an authorised representative.

SEET will not require a complaint to be made in any special legal form.

4. Acknowledgement of complaints

SEET will acknowledge receipt of a complaint promptly, preferably within 24 hours or as soon as practicable.

The acknowledgement will confirm:

  • the complaint has been received;
  • who is handling the complaint;
  • whether further information is required; and
  • the expected response timeframe.

5. Assessment and investigation

Complaints will be assessed and investigated fairly and objectively.

This may include reviewing:

  • member records;
  • employer contribution records;
  • benefit calculations;
  • claim documents;
  • correspondence;
  • Trust Deed requirements;
  • administration arrangements;
  • relevant Board decisions; and
  • legal or accounting advice where required.

Where practicable, the person investigating the complaint will not be the person whose conduct or decision is the subject of the complaint.

Where a conflict of interest exists, the matter will be escalated to the Chair, independent directors or another appropriate person.

6. Timeframes

SEET will aim to resolve complaints as quickly as possible.

SEET will generally provide a written response within 30 calendar days of receiving the complaint.

Where a complaint is complex or requires additional information, legal advice or third-party records, SEET may require additional time. In such cases, SEET will inform the complainant:

  • why additional time is required;
  • what steps are being taken;
  • when a response is expected; and
  • any available external review options.

7. Written response

SEET’s written response will include:

  • the outcome of the complaint;
  • the reasons for the decision;
  • any action SEET will take;
  • details of any payment, correction or remedy; and
  • information about further review options, where applicable.

8. Remedies

Depending on the circumstances, SEET may:

  • correct records;
  • recalculate an entitlement;
  • make or adjust a payment;
  • seek further employer information;
  • correct a member statement;
  • apologise;
  • change an administrative process;
  • seek legal or professional advice; and
  • refer matters to the Board for consideration.

9. Systemic issues

SEET will treat complaints as an opportunity to identify and address broader operational or governance issues.

Where a complaint indicates a potential systemic issue affecting multiple members, employers or claims, the matter will be escalated for review and appropriate corrective action.

10. Board reporting

The Board will receive periodic reports regarding complaints, including:

  • number and type of complaints;
  • time taken to resolve complaints;
  • unresolved complaints;
  • complaints upheld or partially upheld;
  • identified systemic issues; and
  • corrective actions taken.

11. Records

SEET will maintain a complaints register recording:

  • date received;
  • complainant details;
  • nature of the complaint;
  • action taken;
  • outcome;
  • date resolved; and
  • any systemic or conflict issues identified.

12. External review

If a complainant is dissatisfied with the outcome of a complaint, SEET will advise the complainant of any available external review or legal options that may apply.