Schemes Administered

A division of the Department of Treasury and Finance, the NT Superannuation Office administers the following NT Public Sector schemes:

NameABNUnique Superannuation Identifier (USI)
Northern Territory Government and Public Authorities' Superannuation Scheme​6773812802267738128022001
Northern Territory Government and Public Authorities' Superannuation Scheme – Pension​ 67738128022​ 67738128022002
Northern Territory Government Death and Invalidity Scheme​ ​15570931519​ 15570931519002
Northern Territory Police Supplementary Benefit Scheme​64563356970​ 64563356970001​
Northern Territory Supplementary Superannuation Scheme​ 15570931519​ 15570931519001
Legislative Assembly Members' Superannuation Scheme ​ 61929107845​ 61929107845001
Northern Territory Administrators Pensions Scheme N/A​N/A​

​Our focus is to deliver quality superannuation services in an efficient manner which meets the expectations of fund beneficiaries, members and employers. Our operating hours are 8.00 am to 4.20 pm Monday to Friday.

Complaints

The Superannuation Office aims to deliver quality services that respond to needs of members. To help us achieve this, we encourage your feedback.

Sometimes this feedback may be an expression of dissatisfaction about a service, procedure, practice or departmental policy. We will try to resolve your concern as quickly as possible. However, if we are unable to resolve the issue to your satisfaction you may choose to lodge a formal complaint.

Our complaint process aims to be:

  • fair
  • timely
  • easy to use
  • confidential.

Most importantly, it can help us to improve the services we offer.

You can complain about a range of issues including:

  • the quality of service we provide (for example timeliness);
  • our policies and how they are applied;
  • an administrative decision; and
  • the conduct of staff.

Complaints Procedure: NTG-P21-V01

Prior to lodging a complaint it is recommended that you read the Complaints Management Policy. The complaints management policy applies to all Superannuation Office employees in respect to services provided by the Superannuation Office.

The complaints management policy does not apply to decisions made under:

  • the Superannuation Act;
  • the NT Supplementary Superannuation Scheme; or
  • the NT Police Supplementary Benefit Scheme.

These complaints must be commenced through the formal appeal processes of the relevant scheme.

What can I complain about?

You can complain about a range of issues including:

  • the quality of service we provide (for example, timeliness);
  • our policies and how they are applied;
  • an administrative decision; and
  • the conduct of our staff.

How can I help to resolve my complaint?

To assist in the resolution of your complaint you should:

  • outline your complaint as clearly and accurately as possible; and
  • provide any supporting documentation that may help us resolve your complaint.

How do I lodge a complaint?

You may lodge complaints with the Superannuation Office Complaints Officer by filling in the Complaint Form and either post or email it to:

Complaints Officer
NT Superannuation Office
GPO Box 4675
Darwin NT 0801
Email: ntsuperannuation@nt.gov.au
(insert “To Complaints Officer” in the subject field)

If you are unable to provide a written complaint please contact our staff.

What happens once I lodge my complaint?

Your complaint will be referred to a Complaint Officer who will investigate the matter. The Complaint Officer will send you an acknowledgement letter advising you that your complaint has been received. During the investigation the complaint officer may contact you to discuss your complaint or request further information.

How long will it take to resolve my complaint?

Standard complaints should be resolved within 10 working days. However complex complaints may take longer to resolve.

How will my complaint be resolved?

You will receive a written response posted to the address supplied by you upon lodging the complaint.

What about my privacy?

Any personal information you supply (such as name, address, telephone number) will only be used by us to investigate your complaint and advise you of the outcomes. We will only disclose your information to those areas within the Superannuation Office that may have information relevant to your complaint.

None of the information you provide will be disclosed outside of the Northern Territory Treasury without your permission, unless we are required to do so by law.

What if I change my mind?

You can withdraw your complaint at anytime and we will cease the investigation under the Complaints Management Policy process.

Principles of natural justice

Natural justice or procedural fairness as it is sometimes called has two elements, and these principles are applied to all complaints.

Firstly, if a person is likely to be adversely affected by a decision they must be given a reasonable opportunity to comment on information or material that will form the basis for the decision.

Secondly, the decision-maker must act in an impartial and unbiased manner.

What if I’m still not satisfied?

If you are not satisfied with how your complaint has been resolved, you can contact the NT Ombudsman for further review of your complaint.

Ombudsman For The Northern Territory
GPO Box 1344
Darwin NT 0801
Phone: +61 8 8999 1818 or 1800 806 380
Email:  nt.ombudsman@nt.gov.au

Complaints Management Policy: NTG-P20-V03

Introduction

The Northern Territory Superannuation Office is committed to delivering quality services that are responsive to the needs of members. This includes building an organisational culture that recognises the benefits of effective complaint handling.

Complaints are a valuable source of feedback and an important tool for business and staff development. Diligent and prompt attention to complaints can help us identify the needs of our clients, understand our business shortcomings, increase client satisfaction and improve overall performance.

To this end, the Superannuation Office has developed an internal complaints management framework that includes this policy and a basic set of procedures.

Objectives

The Superannuation Office will ensure that complaints received are dealt with fairly, promptly and in an efficient and confidential manner, and that the complainant is aware of the complaints management process and what to expect when they lodge a complaint.

Policy statement

The Superannuation Office’s complaint management policy and procedures are underpinned by the following principles:

Visibility and access

Members will have access to information about the complaints management system (CMS) including how and where to make a complaint. The complaint management policy and procedures will be available on the Superannuation Office’s website. Information material will be available at service delivery points.

Reasonable assistance will be available to complainants with special needs, including complainants who are unable to lodge a complaint in writing.

Responsiveness

Complaints will be resolved in a timely manner. Complainants will receive regular progress reports during complex or lengthy investigations.

Superannuation Office employees will be aware of and have access to the complaint management policy and procedures in the Superannuation Office directory. New employees will receive general complaint management training during induction.

Integrity

The principles of natural justice will be applied to all complaints. Further information about natural justice is available in the complaint management procedures.

Complaint officers will demonstrate fair and consistent decision-making.

Complaints will be investigated without prejudice to any other right a complainant may have.

Accountability

Parties to a complaint will receive information that clearly explains how and why a decision was made.

Complaint data will be analysed to identify systemic issues that need to be addressed in order to improve performance and reduce the number of complaints received.

Where potential system improvements are identified, such feedback shall be provided to the relevant section of the Superannuation Office.

The Superannuation Office will ensure adequate resources, including staff and training, are available to manage complaints.

Complainant privacy

The privacy of complainants and any employee named in a complaint will be maintained where possible.

What is a complaint?

For the purpose of this policy, a complaint is defined as an expression of dissatisfaction about a service, procedure, practice or policy that is NOT resolved at the point of service.

For the purpose of this policy, an issue or concern is defined as an expression of dissatisfaction about a service procedure, practice or departmental policy that is resolved at the point of service.

Application/scope

The complaints management policy applies to all Superannuation Office employees of the Northern Territory Treasury (NTT) in respect to services provided by the Superannuation Office.

The complaints management policy does not cover complaints about:

  • decisions made in respect to member’s rights or benefit entitlements under the Superannuation Act, NT Supplementary Superannuation Scheme or the NT Police Supplementary Benefit Scheme (complaints of these types must be commenced through the formal appeal processes of the relevant scheme. The Review of Decisions fact sheet provides more information on this process.
  • decisions made by the Superannuation Trustee Board or the NT Civil and Administrative Tribunal;
  • allegations against employees involving suspected misconduct, including official misconduct; or
  • denied FOI (Freedom of Information) applications.

Privacy

The NT Government protects privacy through the Information Act that contains 10 Information Privacy Principles (IPPs). IPPs are rules for the collection and handling of personal information that bind NT government organisations.

If a complainant believes their personal information, or the personal information of a third party, has not been managed in line with one or more of these principles they can lodge a complaint under this policy. If you are not satisfied with the resolution of your complaint, you can lodge your complaint with the Information Commissioner.

Misconduct

Complaints about suspected misconduct, including official misconduct or breaches of the Code of Conduct, are not covered by this policy and should be immediately referred to the Under Treasurer, in accordance with the Public Sector Employment and Management Act.

Vexatious complaints

The Superannuation Office may refuse to investigate a complaint if it is considered to be trivial, frivolous or vexatious. This decision is at the discretion of the Commissioner of Superannuation (the Commissioner).

A complaint may be considered vexatious when the purpose of the complaint is to harass, annoy, delay or cause detriment. A complainant may lack reasonable grounds for lodging the complaint or possess insufficient direct interest in the issue complained about.

If a complaint is considered vexatious, the Commissioner may choose to limit or cease correspondence to the complainant. Once this decision is made, it must be communicated to the complainant in writing.

Complaint categories

Complaints should be categorised by complexity and issue.

Complexity

Standard complaints usually involve a single issue or concern of a type that may have been raised previously.

Complex complaints may require detailed or lengthy investigation. Complex complaints may involve multiple issues or parties. In some instances, a formal investigation may be necessary.

Issue

For recording and tracking purposes, complaints should also be categorised by issue. If a complaint falls into more than one category, the complaint officer must determine which category is most accurate. The complaint categories are:

  • service delivery
  • staff conduct
  • policy and/or procedure; and
  • privacy

Lodging a complaint

Complainants should submit their complaint in writing, by letter or by filling out a Complaint Form. In instances where this is not possible a complainant may contact Superannuation Office staff for assistance. Complaints should be addressed to the Complaints Officer.

Complaints Officer
NT Superannuation Office
GPO Box 4675, Darwin NT 0801
Phone: 1800 631 630
Or email: ntsuperannuation@nt.gov.au
(insert “To Complaints Officer” in the subject field)

Timeframes

The timeframes outlined in this policy are indicative only and will depend on the complexity of the complaint. The Superannuation Office encourages the prompt resolution of complaints. Standard complaints should be finalised within 10 working days. Complex complaints should be finalised within 30 working days.

Reporting

Aggregate complaint data will be included in the annual report. The Superannuation Office will maintain a complaint register. A copy of the register will be provided to auditors upon request.

Documentation and data collection

All stages of the CMS will be documented. Documentation, even for withdrawn complaints, will be complete and up to date.

Confidentiality and Privacy

All personal information relating to the complaints process will be used specifically for the purpose that it is collected and will be treated confidentially and in accordance with the Information Act. Superannuation Office employees are to treat all complaints in the strictest confidence and only disclose information and the complainant’s personal information to officers who have a requirement to know.

External Review of Complaint

If a complainant is dissatisfied with the outcome of the review of their complaint they have the right to refer matters to the Northern Territory Ombudsman’s Office. Complainants must be informed of this option.

Ombudsman For The Northern Territory
GPO Box 1344, Darwin NT 0801
Phone: +61 8 8999 1818
Fax: 08 8999 1828
Email: nt.ombudsman@nt.gov.au
Web: www.ombudsman.nt.gov.au

Review of Complaint Management System

The CMS policy and procedures will be reviewed by the Superannuation Office on a regular basis.

References

Definitions

Complainant: any person who lodges a complaint with the Superannuation Office.

Complaint Officer: any employee appointed by the Commissioner of Superannuation to assist in resolving a complaint.

Commissioner of Superannuation: appointed under the Superannuation Act.

Complex complaint: involves multiple issues or parties and may require formal investigation.

Standard complaint: involves a single issue or concern and can be resolved by reviewing an action or activity.

Vexatious complaint: a complaint intended to harass, annoy, delay or cause detriment.

Last updated: 27 March 2018