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Editorial policy and complaints

Editorial policy

SuperGuide is an independently owned organisation. Our mission is to educate all Australians about superannuation and retirement planning.

SuperGuide is not owned by any financial organisation and is committed to editorial independence. We accept advertising from financial organisations, but advertisements are clearly marked and do not affect editorial policy.

SuperGuide are not members of the MEAA (Media, Entertainment and Arts Alliance) but we report according to the same Journalist code of ethics. This includes reporting honestly, fairly and disclosing essential facts.

As a Corporate Authorised Representative of of Independent Financial Advisers Australia, AFSL 464629 we are licensed to give factual information and general advice only, not personal advice.

We do not have any conflicts of interest about any of the matters we report about, and would disclose them if we did.

How to make a complaint if you need to

If you have any complaint about the service provided to you, you should take the following steps:

  1. Contact SuperGuide’s Complaints Officer at contact@superguide.com.au and detail your complaint to them.
  2. If SuperGuide’s Complaints Officer is not able to resolve your complaint satisfactorily within 5 business days, please put your complaint in writing and send it to Independent Financial Advisers Australia Pty Ltd at Box 1, Bonner House, Neptune St, Phillip ACT 2606. We will try to resolve your complaint quickly and fairly.
  3. If you still do not get a satisfactory outcome by 45 days from the day you lodge your complaint, you have the right to forward your complaint to an external dispute resolution scheme. Independent Financial Advisers Australia Pty Ltd is a member of The Australian Financial Complaints Authority (AFCA).

The contact details for this service are:

The Australian Securities and Investments Commission (ASIC) also has a Free Information Line on 1300 300 630 which you may use to make a complaint and obtain information about your rights.

See also our Financial Services Guide.