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Introduction

We manage 11 superannuation schemes for Australian Government employees and members of the Australian Defence Force. Our functions in relation to our superannuation schemes are set out in our governing legislation (see About CSC).

This section details our performance in relation to these functions for each scheme in 2019–20.

Scheme legislation and trust deeds

From time to time, changes are made to scheme legislation and trust deeds. Changes made during 2019–20 are detailed in the individual scheme subsections of this section.

Reviewing decisions and complaints

Decisions that we make are subject to both internal review—called the reconsideration process— and to external review by other bodies.

We have formal procedures to resolve customer complaints. These procedures comply with the Corporations Act 2001 and the Association of Superannuation Funds of Australia (ASFA) Best Practice Guide, and reflect the guiding principles of Standards of Australia AS ISO 10002–2006: Customer Satisfaction – guidelines for complaints handling in organisations.

The number of complaints received in 2019–20 is shown with each superannuation scheme report on the following pages. We also received two complaints relating to ethical investments, where the complainants were unable to be identified.

Table 25. Complaints received from unidentified sources

2019-20

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