Had an issue with

Aware Super

? Get a real response.

You can lodge a complaint with Aware Super using the method that suits you best. Complaints can be made by members, former members, beneficiaries, or anyone impacted by Aware Super’s services.

• Call Aware Super on 1300 650 873 (Monday to Friday, 8:00am–7:00pm AEST) and tell the consultant you want to make a formal complaint. Many issues can be resolved during the call, and more complex matters will be logged for investigation.
• Submit a complaint using Aware Super’s online complaint form. Provide clear details about what happened, when it happened, and the outcome you want so the complaints team can assess it quickly.
• Email the Complaints Officer with a written complaint. Clearly state that your message is a formal complaint and include your member details, contact information, and a full description of the issue.
• Send your complaint by post if you prefer to write or need to include physical documents. Mark the envelope and letter as a complaint so it is handled correctly.
• Raise your concern in person if you already have an appointment or are attending an Aware Super event. Staff can guide you to the correct formal complaint channel.

To avoid delays, include your full name, member number, contact details, relevant dates, and any supporting documents when you submit your complaint.

Aware Super aims to acknowledge complaints within one business day, or as soon as practicable. If you call, this may happen during the same conversation. If you submit a complaint online, by email, or by post, you should receive an acknowledgment with a reference number.

After acknowledgment, Aware Super will review your complaint to see if it can be resolved quickly. Some straightforward issues are resolved within a few business days without needing a formal written outcome.

If your complaint requires investigation, it will be handled by a specialist complaints team or a designated case manager. They may review account records, transaction history, and internal processes, and they may contact you if further information is needed.

Maximum timeframes depend on the type of complaint:

• Up to 30 days for complaints related to financial advice or privacy.
• Up to 45 days for most superannuation complaints.
• Up to 90 days for death benefit distribution complaints.

If Aware Super cannot meet the applicable timeframe, they should explain the delay and advise you of your right to escalate externally. When the investigation is complete, you will receive a written response explaining the outcome, the reasons for the decision, and what happens next.

Some issues come up more frequently in Aware Super complaints. If your concern fits one of these, it can help to clearly name it in your complaint.

• Customer service delays, including long hold times or slow responses to emails and requests.
• Administrative errors, such as incorrect paperwork, misplaced documents, or issues caused by fund mergers and system changes.
• Delays or difficulties with withdrawals, rollovers, or payments, including repeated identity checks or missing documentation.
• Communication and follow-through problems, such as promised callbacks that do not occur or a lack of updates on progress.
• Complex case handling issues, including death benefits, power of attorney matters, or managing accounts for elderly or incapacitated members.
• Errors related to investment switches or account changes that result in unexpected outcomes.

These issues can usually be addressed through the formal complaints process when they are clearly documented and followed up.