Had an issue with HESTA? Get a real response.
How to submit a complaint with HESTA
Online (24/7): Submit HESTA’s complaints form
Use HESTA’s official “Make a complaint” page to lodge your complaint online at any time. Include your member number, contact details, a clear summary of what happened, and the outcome you want (for example: a correction, an explanation, or a timeframe for action).
Phone (weekdays): Speak to the complaints team
Call 1800 813 327 (or +61 3 9957 0064 from overseas). HESTA’s phone support is available Monday–Friday, 8am–8pm AET (excluding national public holidays).
If you need accessibility support, you can ask HESTA to help connect via TIS National (interpreting) or the National Relay Service (hearing/speech support).
Email: send your complaint in writing
Email complaints@hesta.com.au and include your member number, key dates, and any supporting documents (for example: screenshots, letters, statements, or reference numbers).
Mail: lodge a formal written complaint
Post your complaint to: Complaints Officer, HESTA, Locked Bag 35007, Collins St West VIC 8007. Mailing can take longer, but it’s useful if you prefer formal correspondence.
Tip: In your first message, clearly state what went wrong, how it affected you, and what fix you want. This usually speeds up triage and investigation.
Acknowledgement and logging
HESTA records complaints and assesses them under its internal complaints management process, so your issue is formally captured and handled consistently.
Investigation and contact
A HESTA representative may investigate your matter and contact you if they need clarification or additional documents. If you have a case manager, you can request progress updates during the process.
Timelines you can rely on
HESTA notes a legislative requirement to resolve complaints within 45 days of receiving them (and 90 days for death distribution matters).
Outcome in writing
You’ll receive a written response explaining the outcome and the reasons for the decision, including what they did (or why they could not do what you requested).
No cost to complain
Making a complaint through HESTA’s process does not cost you.
Common complaints against HESTA
Slow response times and service delays: Some members report long waits for responses or actions, including lengthy phone hold times and delays in processing transactions.
Difficulty contacting support or missed communications: Some members say they have struggled with callbacks, follow-ups, or receiving updates in the channel they expected.
Online account access and technical issues: Some complaints relate to login problems, app experience, or confusion when transactions or contributions don’t appear as expected.
Delays in benefit payments, withdrawals, or rollovers: Members sometimes report stress when withdrawals or rollovers take longer than expected, particularly when they need funds urgently.
Administrative errors: Some complaints involve documentation issues, account detail corrections, or allocation/processing concerns that require follow-up.
Insurance and claims concerns: Some complaints relate to insurance inside super (such as claim timing, communication, or outcomes), which can be especially sensitive.
HESTA complaints submitted through Ajust
After more than 40 years with GIO, I was shocked to receive a renewal notice showing my home and contents insurance premium had increased by 58% in two years. As a loyal customer, that kind of jump feels unreasonable. I’ve lodged a formal complaint asking GIO to review the increase and properly consider my long-standing history with them. - Geoffrey
I lodged a car insurance claim with GIO and was later told by the repairer that my vehicle was considered a total loss, even though it only needed paintwork. I can’t speak to a real person to challenge the decision, and I strongly disagree with the claim outcome. I’ve raised a complaint because I want a fair reassessment and the chance to have my own repairer inspect it. - Adrian
GIO told our motorcycle dealership we would lose access to their CTP policies because our customers had made too many claims. Being penalised for customers using the insurance product as intended feels completely unfair. I’ve made a formal complaint asking GIO to reverse this decision, as it directly impacts our ability to operate and support new vehicle buyers. - Belinda
After submitting receipts for reimbursement on my approved GIO claim, I was told the funds would be paid, but weeks later I still hadn’t received anything. My follow-up email went unanswered. I’ve raised a complaint because I shouldn’t have to chase payment on a claim that was already confirmed as successful. - Antonina
How other consumers HESTA complaints got resolved
Delayed early release application
One member said their early release request was taking longer than expected and they felt they were not getting clear updates. After they documented the issue and followed up, the matter was progressed and the member received a clearer status and a faster outcome.
Rollover communication mix-up
One member said they were told no further action was needed on a rollover, but later learned additional steps were required. After they called and clarified what was outstanding, the rollover proceeded, and the member had a clearer understanding of the correct process.
Contribution posting error escalated for review
One member said contributions were not reflected correctly and they were concerned about downstream impacts. The member raised a formal complaint and kept detailed records so the issue could be investigated and corrected, and they were prepared to escalate externally if the response was delayed.
1) Ask for an internal escalation
If you have not had an update, or you believe the response has not addressed your core issue, ask for your complaint to be reviewed by a senior team member or manager. Keep your message short, factual, and outcome-focused.
2) Put it in writing to the complaints team
If you started by phone, follow up via email with a summary and attachments. This creates a clear record and reduces repeat explanations.
3) Escalate externally if the timeline is exceeded or the outcome is unsatisfactory
If you are not satisfied with the final response, or if the required timeframe has passed without resolution, you may be eligible to escalate to Australian Financial Complaints Authority.
Australian Financial Complaints Authority (AFCA)
AFCA is the external dispute resolution body for superannuation complaints. You can lodge with AFCA if you are unhappy with HESTA’s final response, or if you have not received a resolution within the required timeframe. AFCA is free for consumers and can investigate and make determinations (binding on the firm if you accept the outcome).
Australian Securities & Investments Commission (ASIC)
ASIC generally does not resolve individual disputes, but you can report misconduct or systemic issues. For fixing your personal complaint, AFCA is usually the correct next step.
Australian Prudential Regulation Authority (APRA)
APRA supervises super funds from a prudential and compliance perspective. It is not typically used for resolving individual member disputes, where AFCA is the practical pathway.
- HESTA “Make a complaint” page (online form + process): https://www.hesta.com.au/about-us/contact-us/complaints
- HESTA complaints policy (PDF): https://www.hesta.com.au/content/dam/hesta/Documents/hesta-complaints-policy.pdf
- HESTA “How to make a complaint” (PDF guide): https://www.hesta.com.au/content/dam/hesta/Documents/How-to-make-a-complaint.pdf
- HESTA contact page (phone hours + overseas number): https://www.hesta.com.au/about-us/contact-us
- AFCA contact page: https://www.afca.org.au/about-afca/contact-us
- AFCA superannuation complaints page: https://www.afca.org.au/make-a-complaint/superannuation
- ASIC MoneySmart – How to complain: https://moneysmart.gov.au/how-to-complain
- ASIC reporting hub (superannuation and insurance): https://www.asic.gov.au/about-asic/contact-us/reporting-misconduct-to-asic/superannuation-and-insurance/
HESTA Complaints FAQs
How long does HESTA have to respond to my complaint?
HESTA must resolve most complaints within 45 days, or 90 days for death benefit distribution complaints. These timeframes reflect legislative requirements, so you can expect a written outcome within that period. If HESTA does not resolve your complaint within the required timeframe, or you are unhappy with the final response, you can escalate your superannuation complaint to the Australian Financial Complaints Authority (AFCA) for free external review.
What should I include when submitting a complaint to HESTA to avoid delays?
When submitting a complaint to HESTA, include your member number, key dates, supporting documents, and clearly state the outcome you want. Being specific about what went wrong, how it affected you, and whether you want a correction, explanation, or payment timeframe helps HESTA triage your issue faster. Clear documentation upfront can reduce back-and-forth emails and speed up investigation and resolution.
Can I escalate my HESTA complaint if I’m not satisfied with the response?
You can escalate a HESTA complaint internally or externally if the response is delayed or unsatisfactory. Start by requesting an internal review by a senior team member and follow up in writing to create a clear record. If the required timeframe has passed or the outcome does not resolve your concern, you can lodge a complaint with AFCA, which is free for consumers and can make binding determinations.
What are the most common complaints about HESTA and how are they usually resolved?
Common HESTA complaints involve delays, account access issues, benefit payments, administrative errors, and insurance claim concerns. Many issues are resolved after members submit a formal complaint with clear documentation and follow up consistently. Keeping records, asking for written updates, and escalating if timelines are exceeded can help progress matters, especially where rollovers, contributions, or withdrawals are time-sensitive.
You’ve done your part, now it’s time to hold HESTA accountable.
Take the final step and submit a complaint that gets seen and responded to.