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Had an issue with Aware Super?
Find the best path to resolve it quickly.
Find the best path to resolve it quickly.
Aware Super is a major industry superannuation fund in Australia. Occasionally, issues may arise that you'll want to complain to Aware Super about, and the company offers a variety of official channels that allow you to do so.
The quickest method is to speak to an agent from Aware Super directly by calling during business hours. You can also use the website's online complaint form, email the complaints officer, or submit a written complaint via mail. Include your full name, member number, contact details, and relevant dates and documents when you lodge your complaint.
Common complaint topics at Aware Super may involve customer service issues or delays, slow processing of withdrawals or rollovers, or unexpected administration errors. Simple issues can be resolved within one conversation or a few business days, but those requiring further investigation can take several weeks or months (at most).
If things take too long or you're unhappy with Aware Super's proposed outcome you can ask for a senior staff member to re-review your case. Outside of Aware Super, you can also escalate externally to the Australian Financial Complaints Authority (AFCA).
Still feeling stuck? Ajust's AI Agent can provide more guidance regarding your complaint.
How to submit a complaint with Aware Super
You can lodge a complaint with Aware Super using the method that suits you best.
- 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.
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 send an initial confirmation 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 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.
When the investigation is complete, you will receive a written response explaining the outcome, the reasons for the decision, and what happens next.
Common complaints against Aware Super
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.
Aware Super complaints submitted through Ajust
I went through a formal complaint with Aware Super after trying to withdraw part of my approved TPD payout. I was never told there was a 12-month window to access the money without extra medical letters or a 22% tax rate. Now they’re shifting requirements and blaming the ATO. I feel they withheld critical information, and that lack of transparency is why I escalated my complaint. - Linda
How other consumers Aware Super complaints got resolved
A privacy breach combined with a delayed death benefit payment was escalated after the member advised they would involve regulators. Aware Super apologised for the error and expedited the payout once the seriousness of the issue was recognised.
An incorrect investment switch was identified by a member who noticed their account had been moved to the wrong option. After lodging a formal complaint, Aware Super investigated, corrected the error, and compensated the member for the financial impact.
A complaint that stalled after multiple internal escalations was ultimately resolved once the member lodged the issue with AFCA. A senior complaints officer contacted the member, apologised for the delays, and implemented the required fix.
If your complaint is not resolved through initial contact with Aware Super, escalation is a reasonable next step.
- Ask for your complaint to be escalated to a manager or supervisor if you are not making progress.
- Contact the Complaints Officer directly, referencing your complaint number and explaining why you are dissatisfied with the handling or outcome.
- Keep notes of dates, names, and promises made so you can clearly explain the issue when escalating.
- If Aware Super does not resolve your complaint within the required timeframe, or if you receive a final response you believe is unfair, you can escalate externally.
If you are not satisfied with Aware Super’s final response, or if the complaint is not resolved within the required timeframe, you can contact the Australian Financial Complaints Authority (AFCA). AFCA is an independent and free service that reviews superannuation complaints and can require Aware Super to take action if you accept its decision.
Other regulators may be relevant in specific situations:
- ASIC accepts reports of misconduct or systemic issues in financial services.
- APRA oversees superannuation fund governance and prudential compliance.
- The Office of the Australian Information Commissioner handles unresolved privacy complaints.
- The Australian Taxation Office can assist if your complaint relates to unpaid employer super contributions.
- Aware Super make a complaint: https://www.aware.com.au/contact/make-a-complaint
- Aware Super contact page: https://www.aware.com.au/contact
- Aware Super Complaints Officer email: complaints.officer@aware.com.au
- Aware Super Complaints Policy: https://www.aware.com.au/about/governance/policies
- Australian Financial Complaints Authority (AFCA): https://www.afca.org.au
- AFCA superannuation complaints: https://www.afca.org.au/make-a-complaint/superannuation
- ASIC Moneysmart – how to complain: https://moneysmart.gov.au/how-to-complain
- ASIC – reporting misconduct: https://www.asic.gov.au/about-asic/contact-us/reporting-misconduct-to-asic/
- APRA – superannuation information: https://www.apra.gov.au/superannuation
- Office of the Australian Information Commissioner: https://www.oaic.gov.au/privacy/privacy-complaints
- ATO – report unpaid super: https://www.ato.gov.au/calculators-and-tools/super-report-unpaid-super-contributions-from-my-employer
Aware Super Complaints FAQs
How do I lodge a formal complaint with Aware Super the right way?
Aware Super allows you to submit a formal complaint by phone, online form, email, or via post. The fastest way is usually calling 1300 650 873 between 8:00am–7:00pm AEST, where some issues are resolved immediately. If submitting online, by email, or by post, clearly state it is a formal complaint and include your full name, member number, contact details, relevant dates, supporting documents, and the outcome you want to avoid delays.
How long does Aware Super have to respond to a complaint?
Aware Super must respond to superannuation complaints within strict maximum timeframes, depending on the issue type. Most super complaints must be resolved within 45 days, financial advice or privacy complaints within 30 days, and death benefit complaints within 90 days. You should receive confirmation within one business day. If these timeframes are missed, Aware Super must explain the delay and inform you of your right to escalate externally.
What are the most common complaints about Aware Super?
Common Aware Super complaints include delays, administrative errors, withdrawal issues, and communication failures. Members frequently report long hold times, slow responses, incorrect paperwork, investment switch errors, delayed rollovers or payments, and poor follow-through. Clearly naming the issue in your complaint and documenting dates, promises, and supporting evidence improves your chances of a faster resolution through the formal complaints process.
What can I do if Aware Super does not resolve my complaint?
If Aware Super does not resolve your complaint, you can escalate it internally or lodge a dispute with the Australian Financial Complaints Authority (AFCA). You can request escalation to a manager, contact the Complaints Officer referencing your complaint number, or ask for Internal Dispute Resolution. If you receive an unsatisfactory final response or no response within the required timeframe, AFCA can independently review the dispute.
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