How to file a complaint and get quick results from AustralianSuper


How to complain to AustralianSuper and get real results
We’ll help you file a complaint with AustralianSuper and push for a real response.
How to submit a complaint with AustralianSuper
Online Complaint Form (Recommended):
Use AustralianSuper’s online "Make a Complaint" form. Fill in your personal details, clearly describe your issue, and specify your desired resolution. You'll receive acknowledgment and a reference number within 24 hours.
Phone:
Call AustralianSuper directly at 1300 300 273 (Australia) or +61 3 9067 2108 (overseas), weekdays 8am–8pm AEST/AEDT. Have your member number ready, and clearly state your issue.
Email:
Email your complaint to complaints@australiansuper.com. Use “Complaint” in the subject line, include your member details, issue description, and contact number. Wait for acknowledgment; secure document uploads follow later.
Mobile App (Secure Messaging):
Log into the AustralianSuper app, navigate to “Contact Us”, and submit your complaint via secure messaging. It’s fast, secure, and provides a clear written record.
Mail (Postal):
Mail written complaints to: AustralianSuper, GPO Box 1901, Melbourne VIC 3001.
Include copies (not originals) of relevant documents. Expect longer handling times.
Acknowledgment (within 24 hours):
AustralianSuper acknowledges complaints within one business day, providing a reference number via email or phone.
Investigation & Case Assignment:
Your complaint is assigned a dedicated case manager who thoroughly reviews account records, liaises internally (contributions, insurance, advice teams), and possibly consults external insurers.
Communication During Investigation:
The case manager may contact you for clarifications or further details. Prompt responses expedite resolution.
Resolution Timelines:
- General complaints: resolved within 45 days
- Privacy issues: within 30 days
- Financial advice issues: within 30 days
- Death benefit disputes: within 90 days
Keeping You Informed:
Regular updates provided if complex issues require extended timeframes.
Resolution Response:
A written outcome clearly stating whether your complaint was upheld, partially upheld, or denied. If unsatisfied, escalation options are detailed (AFCA).
Common complaints against AustralianSuper
Delays or Errors in Processing:
Frequent complaints about delays in processing withdrawals, rollovers, or contributions, often due to administrative errors or verification issues.
Poor Communication & Customer Service:
Members often report difficulties reaching customer support, long wait times on calls, and generic or delayed responses.
Insurance Claim Dissatisfaction:
Complaints about denied or delayed insurance claims (TPD, income protection). Members frequently dispute insurer decisions or complain about slow responses.
Investment Performance and Fees:
Issues about perceived poor investment performance or confusion regarding fees charged, particularly during market downturns.
Account Errors or Online Issues:
Members encounter problems like incorrect beneficiary information, outdated contact details, or difficulties using the website/app.
Death Benefit Disputes:
Disagreements on death benefit distribution among family or beneficiaries, often escalating to formal disputes.
Fee or Unit Price Errors:
Rare but critical complaints about misapplied fees or incorrect unit pricing affecting account balances.

Got an issue with AustralianSuper? Send your complaint instantly!
Real AustralianSuper complaints and how they were resolved
Delayed Rollover & Account Access: A member faced rollover delays due to ID verification. AustralianSuper expedited the process, completed the rollover, and credited compensation for the delay.
Insurance Claim Denial (TPD): A member's TPD claim was denied internally after review but clearly explained in detail. The member escalated to AFCA for independent review.
Lost Contributions & Tax Issue: AustralianSuper acknowledged losing paperwork causing tax implications, apologized, and compensated the member’s account accordingly.
Internal Review Request:
Request escalation internally by asking for your complaint to be reviewed by a senior manager if initially unsatisfied.
Australian Financial Complaints Authority (AFCA):
If internal resolution is unsatisfactory or overdue, escalate to AFCA.
- Website: afca.org.au
- Phone: 1800 931 678
Privacy Complaints – OAIC:
For unresolved privacy-related complaints, escalate to the Office of the Australian Information Commissioner (OAIC).
- Website: oaic.gov.au
- Phone: 1300 363 992
Legal Advice:
Seek professional legal advice for complex disputes, particularly if a large financial loss is involved or AFCA outcomes are unsatisfactory.
Document Thoroughly:
Maintain detailed records of interactions, responses, and reference numbers for all escalations.

Australian Financial Complaints Authority (AFCA):
Free ombudsman service handling unresolved superannuation complaints. Binding decisions can enforce compensation or claim reassessment.
Australian Securities and Investments Commission (ASIC):
Report systemic misconduct or suspected legal breaches.
- Website: asic.gov.au
- Phone: 1300 300 630
Australian Prudential Regulation Authority (APRA):
Reports about major governance or financial stability issues only. Not for individual complaints.
Office of the Australian Information Commissioner (OAIC):
Handles unresolved privacy issues specifically.
- Website: oaic.gov.au
Australian Taxation Office (ATO):
Relevant for issues concerning tax obligations or reporting by the super fund.
- AustralianSuper – Make a Complaint
- Online Complaint Submission Form
- Phone: 1300 300 273 (AUS), +61 3 9067 2108 (Intl.)
- Complaints Email: complaints@australiansuper.com
- Mobile App (iOS/Android)
- AFCA – Lodge a Complaint
- ASIC Moneysmart – Super Complaints
- OAIC – Privacy Complaints
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