Complaints
How to Make a Complaint - We are here to help
We’re committed to making things right. If something hasn’t gone the way you expected, we want to hear from you. Your feedback helps us improve our services and support our members better.
If you are unhappy with our products, services, staff, or how we’ve handled something, please tell us. We take complaints seriously and aim to resolve them fairly, quickly and respectfully.
How to Contact Us
You can lodge a complaint in the way that suits you best:
- Email: [email protected]
- Phone: 1300 261 114
- Mail: Complaints Officer, BERT, PO BOX 805, Spring Hill Qld 4004
- Online: bert.com.au/contact-us
- Your name an contact details
- What happened and when
- Any documents that may help
- What outcome you’re hoping for
If you prefer, someone can complain on your behalf – a family member, friend, legal representatives, support person or financial counsellor, as long as your authorise them to.
What happens next
Once we have received your complaint:
- We will acknowledge your complaint quickly.
- We’ll record the details and make sure we understand the issue.
- A representative from BERT who is independent of the matter will review your complaint.
- We may contact you if we need more information.
- We’ll provide a written response explaining our decision and any actions we will take.
How long will it take?
We aim to resolve your complaints as quickly as possible.
- We acknowledge all complaints within 24 hours (or one business day)
- Most complaints are resolved within 30 days, but some may take up to 45 days depending on the type of issue.
- If there is a delay, we will let you know why and when you can expect an outcome
Need extra support?
We understand that some people may need additional help when making a complaint.
If you’re experiencing vulnerability – such as financial hardship, illness, disability, family or domestic violence, or language barriers – we can:
- Communicate in a way that suits you
- Provide information in alternative formats
- Work with and authorised representatives (such as family members, support person or financial counsellor)
- Be flexible with timeframes where reasonable
If you're still unhappy
If you’re not satisfied with our response, or if we haven’t responded within the required timeframe, you can contact the Fund and ask that your complaint by reviewed by the Fund’s internal Audit & Risk Committee.
A request for review may be made in writing to the Fund, addressed to the Internal Audit & Risk Committee.
Our promise to you
We are committed to learning from our complaints to improve our services.
When you make a complaint, we promise to:
- Treat you with respect, fairness and confidentiality
- Listen to your concerns and take them seriously
- Keep you informed throughout the process
- Handle your complaint promptly and transparently
- Use your feedback to improve our services