Tried to complain to AustralianSuper but got ignored? We’ll help you escalate it.
Submit a AustralianSuper complaint that gets taken seriously. Ajust helps you lodge a formal complaint that bypasses bots, delays, and dead ends.
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.
Real complaints submitted through Ajust
I spent weeks trying to get my super rolled into my SMSF. I called, uploaded documents, followed their instructions - nothing. Every time I asked, they said my Member Direct account would be closed “tomorrow,” but tomorrow never came. It felt like I was chasing shadows. This delay completely derailed my financial plans. - Luyao
I couldn’t even register an account because the system wouldn’t let me enter my own name. No workaround, no clear help - just blocked at step one. For something as important as super, that’s unacceptable. - Anthony
After retiring, I was told I had to verify my identity again - despite already receiving half my super. I had to go to the bank four separate times just to prove who I was. It felt like they didn’t believe me, and I was stuck redoing paperwork over and over. - Edward
I emailed AustralianSuper three times about a claim and never got a single reply. I just wanted a basic update, but it was like talking to a wall. - Peter
How other AustralianSuper complaints got 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
AustralianSuper Complaints FAQs
How do I lodge a complaint with AustralianSuper the fastest way?
The quickest way to lodge a complaint with AustralianSuper is via their online complaint form. It’s simple, secure, and you’ll get a reference number within 24 hours. This method ensures your issue is logged promptly and begins the resolution process without needing to call or wait on hold.
What happens after I submit a complaint to AustralianSuper?
After you submit your complaint, AustralianSuper assigns a case manager who investigates and keeps you updated. Most issues are resolved within 30–90 days. You’ll receive a written response with the outcome, and escalation options if you're not satisfied - mensuring accountability and transparency throughout.
What are the most common complaints AustralianSuper members make?
Members most often complain about delays, poor communication, denied insurance claims, and account errors. These issues typically stem from admin problems or lack of clarity. Many complaints relate to rollover delays, rejected TPD claims, or beneficiary disputes - areas where clear records and prompt follow-ups are crucial.
How do I escalate an unresolved issue with AustralianSuper?
If you're not happy with the outcome, escalate first within AustralianSuper, then to AFCA or OAIC if needed. Keep detailed records of all correspondence. AFCA handles most unresolved super complaints, while OAIC focuses on privacy issues - giving you formal, independent avenues to seek fair resolution.
You’ve done your part, now it’s time to hold AustralianSuper accountable.
Take the final step and submit a complaint that gets seen and responded to.