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).

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.