Had an issue with Active Super? Get a real response.
How to submit a complaint with Active Super
Start with their complaints team or member support channel and make the opening line about difficulties in accessing customer support, delays in processing requests, and limited investment choices, not the whole backstory.
- Start in the right place: Use their complaints team or member support channel for Active Super so the complaint lands with a team that can actually review it.
- Anchor the facts: Include member numbers, claim details, statements, forms, and prior correspondence and explain what went wrong with the account, rollover, claim, payout, or customer service issue.
- Name the complaint theme: Say if the issue is about difficulties in accessing customer support, delays in processing requests, and limited investment choices so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a correction, payment, review, account fix, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
What happens next with Active Super? Usually the complaint is logged, the records are checked, and then you get either a fix or a response to push back on.
- Acknowledgement: You should get a case number, email, or some written sign that Active Super has logged the complaint.
- Review: The business will usually look at member numbers, claim details, statements, forms, and prior correspondence and the part of the service tied to the complaint.
- Response: A useful answer should explain what Active Super found and whether it will offer a correction, payment, review, account fix, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Active Super
The complaint themes most likely to matter for Active Super are below. Use the one that best matches your issue.
- Difficulties in accessing customer support: A recurring friction point that is worth naming clearly in your complaint.
- Delays in processing requests: Delays that create extra cost, inconvenience, or missed connections.
- Limited investment choices: A recurring friction point that is worth naming clearly in your complaint.
Active Super complaints submitted through Ajust
If Active Super is still not dealing with difficulties in accessing customer support, delays in processing requests, and limited investment choices properly, escalate without restarting the complaint from scratch.
- Escalate internally first: Ask Active Super to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the fund's internal complaints process.
If Active Super does not resolve a complaint about difficulties in accessing customer support, delays in processing requests, and limited investment choices, there is usually an external path beyond the business.
- Main external path: AFCA after the fund's internal complaints process
- Why this route matters: AFCA is usually the key escalation body for superannuation complaint disputes.
- Before you escalate: Keep your full Active Super complaint trail together, including receipts, screenshots, emails, and any written responses.
We could not confirm a stronger public complaint route for Active Super, so start with their complaints team or member support channel and ask for the complaint to be logged in writing.
Active Super Complaints FAQs
Which channel should I use to complain to Active Super?
Start with their complaints team or member support channel and label it as a complaint straight away. That makes it easier to move into the right internal process.
What happens after I submit a complaint to Active Super?
You should usually get an acknowledgement first, then a review of the facts, then a written response. If the reply misses the issue, answer on the same thread.
What do people usually complain about with Active Super?
The recurring themes are usually difficulties in accessing customer support, delays in processing requests, and limited investment choices. Naming the exact complaint theme early gives the issue a better chance of landing with the right team.
Is there an ombudsman or regulator for complaints about Active Super?
Usually yes. The main external path is AFCA after the fund's internal complaints process. Keep your internal complaint history together before you move it.
You’ve done your part, now it’s time to hold Active Super accountable.
Take the final step and submit a complaint that gets seen and responded to.