If your TPD claim has been rejected and your super fund's internal dispute process hasn't resolved the issue, the next step is the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent dispute resolution service that handles complaints about super funds and insurers.
What AFCA can do
AFCA can review your super fund's decision and make binding determinations — meaning if AFCA finds in your favour, the fund must pay. AFCA looks at whether the decision was fair and reasonably based on the policy terms and the evidence available.
Before going to AFCA
You must first complete your super fund's internal dispute resolution (IDR) process. The fund has up to 45 days to respond to a complaint. If the outcome is unsatisfactory, or if the fund hasn't responded within the timeframe, you can escalate to AFCA.
How to lodge an AFCA complaint
- Go to afca.org.au and complete the online complaint form
- Provide details of your claim, the rejection and the IDR outcome
- Attach relevant documents — rejection letter, medical evidence, policy terms
- AFCA assigns a case manager and investigates
Time limits apply — generally you must complain to AFCA within 2 years of receiving the IDR outcome. See also our guide to what to do after a TPD rejection.
Not sure if your original claim was handled correctly? Start with a free eligibility check.