Complaint & Dispute Resolution Process

Important Information

MIPS is committed to dealing openly and efficiently with all member feedback and complaints. If you are not satisfied with our products or services or a decision made in relation to your MIPS membership, please let us know so that we can help. We have developed an internal procedure for this purpose. Access to this process is free.

To help to resolve your complaint effectively and efficiently, it is important that you follow the process outlined.

If you have a complaint

1 Contact MIPS

It is possible to resolve the issue simply by communicating the problem to a MIPS staff member. Alternatively, the staff member will refer you to the appropriate contact person at MIPS based on the nature of the issue. This way your complaint reaches the right person. A response is usually provided to you within 5 business days. You can contact us:

2 Review by our Internal Dispute Resolution Manager

If you are not satisfied with the outcome of the initial complaint response, you can request the complaint be referred to the Internal Dispute Manager for review. The manager will treat your complaint as a dispute and conduct an independent review of the matter. The manager will respond to your complaint within 30 calendar days, provided we have all the necessary information and have completed our investigations. If we need more information or need to undertake further investigation, we will agree reasonable alternative timeframes with you. When a decision about your complaint has been made we will notify you of our decision in writing, setting out the reasons for our decision.

You can contact MIPS Internal Dispute Resolution Manager:

  • Phone: 1800 061 113
  • Email: (for attention of IDR Manager)
  • Post: MIPS Internal Dispute Resolution Manager, PO Box 24240, Melbourne VIC 3001

3 Seek external dispute resolution

We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the Australian Financial Complaints Authority, an independent external dispute scheme. You can contact AFCA by: