Had an issue with

Australian Retirement Trust

?
Find the best path to resolve it quickly.

Australian Retirement Trust (ART) supports complaints for members across both divisions. The fastest way is usually by phone, but you can also complain in writing online or by post.

• Call the ART helpline (choose the line that matches your account):
  
  • Super Savings (formerly Sunsuper): 13 11 84
  • QSuper: 1300 360 750
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• Submit a complaint in writing using ART’s online contact options:
  
  • For Super Savings members, use the “Email us” complaint pathway.
  • For QSuper members, use the “Email us” form and select the option for making a complaint.
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• Send a written complaint by post to the Complaints Manager if you prefer mail or need to include documents.

To help ART resolve your complaint faster, include:

• Your full name and member number
• What happened and when it happened
• Any amounts, transactions, or reference numbers involved
• What outcome you want (for example, fix an error, explain a delay, correct fees, process a payment)
• Any supporting documents (send copies, not originals)

Once your complaint is lodged, ART will log it and acknowledge it, typically within one business day. If the issue is raised by phone and cannot be fixed immediately, you should still receive confirmation that the complaint has been recorded.

ART will then assess whether the issue can be resolved quickly:

• If the complaint can be resolved within 5 business days and you are satisfied, ART may finalise it without a formal written final response unless you request one.
• If the complaint needs investigation, it will be referred to a specialist complaints team or case manager.

During investigation, ART may:

• Review account records, transaction history, and contact notes
• Request additional information (for example, evidence of a payment or ID verification details)
• Contact relevant internal teams (such as insurance, payments, or investments)

Maximum timeframes depend on the complaint type:

• Up to 30 days for certain complaints such as financial advice or privacy matters
• Up to 45 days for most superannuation complaints
• Up to 90 days for death benefit distribution complaints

If ART cannot meet the applicable timeframe, they should explain why, provide an updated expectation, and outline your right to escalate externally. When the investigation is complete, ART will provide an outcome explaining what was decided and what will happen next.

Some complaint topics come up more often than others. If your issue matches one of these, it helps to name it clearly and state the outcome you want.

• Delays in withdrawals, rollovers, or benefit payments, including cancellations or paused requests without clear updates.
• Account access and security controls, including difficulties for overseas members and repeated identity verification requirements.
• Administrative or transaction errors, including missing amounts, unclear corrections, or unexpected account changes.
• Insurance and claims disputes, including declined claims, slow processing, or disagreements about eligibility under policy terms.
• Service and communication issues, including unclear instructions, inconsistent information, or lack of follow-through after promises of callbacks or updates.