Had an issue with

HESTA

? Get a real response.

Online (24/7): Submit HESTA’s complaints form
Use HESTA’s official “Make a complaint” page to lodge your complaint online at any time. Include your member number, contact details, a clear summary of what happened, and the outcome you want (for example: a correction, an explanation, or a timeframe for action).

Phone (weekdays): Speak to the complaints team
Call 1800 813 327 (or +61 3 9957 0064 from overseas). HESTA’s phone support is available Monday–Friday, 8am–8pm AET (excluding national public holidays).
If you need accessibility support, you can ask HESTA to help connect via TIS National (interpreting) or the National Relay Service (hearing/speech support).

Email: send your complaint in writing
Email complaints@hesta.com.au and include your member number, key dates, and any supporting documents (for example: screenshots, letters, statements, or reference numbers).

Mail: lodge a formal written complaint
Post your complaint to: Complaints Officer, HESTA, Locked Bag 35007, Collins St West VIC 8007. Mailing can take longer, but it’s useful if you prefer formal correspondence.

Tip: In your first message, clearly state what went wrong, how it affected you, and what fix you want. This usually speeds up triage and investigation.

Acknowledgement and logging
HESTA records complaints and assesses them under its internal complaints management process, so your issue is formally captured and handled consistently.

Investigation and contact
A HESTA representative may investigate your matter and contact you if they need clarification or additional documents. If you have a case manager, you can request progress updates during the process.

Timelines you can rely on
HESTA notes a legislative requirement to resolve complaints within 45 days of receiving them (and 90 days for death distribution matters).

Outcome in writing
You’ll receive a written response explaining the outcome and the reasons for the decision, including what they did (or why they could not do what you requested).

No cost to complain
Making a complaint through HESTA’s process does not cost you.

Slow response times and service delays: Some members report long waits for responses or actions, including lengthy phone hold times and delays in processing transactions.

Difficulty contacting support or missed communications: Some members say they have struggled with callbacks, follow-ups, or receiving updates in the channel they expected.

Online account access and technical issues: Some complaints relate to login problems, app experience, or confusion when transactions or contributions don’t appear as expected.

Delays in benefit payments, withdrawals, or rollovers: Members sometimes report stress when withdrawals or rollovers take longer than expected, particularly when they need funds urgently.

Administrative errors: Some complaints involve documentation issues, account detail corrections, or allocation/processing concerns that require follow-up.

Insurance and claims concerns: Some complaints relate to insurance inside super (such as claim timing, communication, or outcomes), which can be especially sensitive.