Funds SA defines complaints as an expression of dissatisfaction about a product, service or employee of Funds SA (including about its complaints handling process), by a person or organisation (including other public sector agencies) that is directly affected by the service or action.
Matters not considered complaints are:
matters falling within the scope of Funds SA’s agreements
internal workplace complaints
disclosures made by Whistleblowers
matters of an administrative appeal or other form of legal redress.
We will advise you that we have received your complaint within 3 business days (eg. via return email).
The matter will be investigated internally, including with any person named in the complaint. Every endeavour will be made to resolve the matter within 28 days from the receipt of the complaint. If this timeframe is not achievable, you will be advised of the revised timeframe.
If you believe your complaint has not been resolved satisfactorily, you may refer your complaint to the Ombudsman SA or similar.