AustralianSuper
Complaints

How to file a complaint and get quick results from
AustralianSuper

Edited by:
Ajust Content Team
Last updated
June 30, 2025
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How to complain to
AustralianSuper
and get real results

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AustralianSuper
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Edited by:
Ajust Content Team
Last updated:
June 30, 2025
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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.

What happens after you submit a complaint to AustralianSuper ?

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.

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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.

How to escalate a complaint with AustralianSuper

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.

Privacy Complaints – OAIC:
For unresolved privacy-related complaints, escalate to the Office of the Australian Information Commissioner (OAIC).

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.

Regulatory & Ombudsman Information for AustralianSuper

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.

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.

Australian Taxation Office (ATO):
Relevant for issues concerning tax obligations or reporting by the super fund.

Official AustralianSuper Complaint Resources & Links

Need a
AustralianSuper
 resolution fast?

Submit your complaint with

AustralianSuper

now.

Need a
AustralianSuper
Resolution Fast?

📞 Call 13 22 00 or visit Telstra’s website to lodge your complaint today.

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