Had an issue with

UniSuper

? Get a real response.

You can lodge a UniSuper complaint through the channel that’s easiest for you. If your issue is simple, it may be resolved during the first contact. If it needs investigation, UniSuper will log it as a formal complaint and follow their resolution process.

• Contact UniSuper on 1800 331 685 (Monday to Friday, 8:30am–6:00pm Melbourne time) and tell the consultant you want to lodge a formal complaint.
• Submit a complaint through UniSuper’s online complaints form and include key details like your member number, dates, what happened, and the outcome you want.
• Send your complaint in writing if you have supporting documents or prefer a written record. Clearly label your message as a complaint and include your best contact details.

To help UniSuper resolve your complaint faster, include:

• Your full name and member number
• A clear summary of the issue
• Dates, amounts, and reference numbers (if relevant)
• Copies of any supporting documents (if relevant)
• The outcome you want UniSuper to provide

After your complaint is lodged, UniSuper will usually acknowledge it within one business day if it is not resolved immediately. If your complaint needs investigation, UniSuper may assign it to a dedicated team or case manager and contact you by phone, email, or in writing.

What you can generally expect:

• Acknowledgement that your complaint has been received (often within one business day).
• A review of relevant account records, forms, and any documents you provide.
• Updates if UniSuper needs more information or if the complaint is taking longer than expected.
• A written outcome explaining the decision, the reasons, and any next steps.

Timeframes (maximum limits vary by complaint type):

• Up to 30 days for certain complaints such as privacy or financial advice matters (where applicable).
• Up to 45 days for most superannuation complaints.
• Up to 90 days for more complex complaints, such as death benefit distribution disputes.

If UniSuper cannot meet the applicable timeframe, they should explain the delay and outline your external escalation options.

UniSuper complaints often fall into a few recurring categories. If your issue matches one of these, it can help to state it clearly in your complaint and specify what you want UniSuper to do.

• Processing delays, including withdrawals, transfers, or paperwork that takes longer than expected.
• Administrative errors, such as missing documentation, duplicate accounts, or account detail issues that require follow-up.
• Communication gaps, including inconsistent information across different contacts or unclear requirements for completing a request.
• Customer service frustrations, including difficulty getting a complex issue handled by the right specialist.
• Investment or account questions, including concerns about fees or option changes, where members want clearer explanations and next steps.