Had an issue with

Hostplus

? Get a real response.

You can submit a complaint to Hostplus through several official channels, depending on what works best for you.

The fastest way is to call Hostplus on 1300 467 875 between 8am and 8pm AEST on weekdays. When you speak to a consultant, clearly state that you want to lodge a formal complaint and ask for it to be recorded for the Resolutions Team. This ensures your issue is handled through the correct process rather than treated as a general enquiry.

If you prefer an online option, Hostplus allows complaints to be submitted through its feedback and complaints form on its website. When completing the form, select “Complaint” and provide your member number, contact details, and a clear explanation of the issue and the outcome you are seeking.

Complaints can also be submitted in writing by post or by email. Written complaints should clearly outline what happened, when it occurred, and what resolution you are requesting. Providing supporting documents upfront can help avoid delays.

Hostplus also accepts complaints through private messages on its official social media channels. If you use this option, keep a copy of all messages for your records.

Once your complaint is received, Hostplus will acknowledge it, usually within 24 hours. Your complaint is then assigned to a Resolutions Officer who is responsible for reviewing the details and investigating the issue.

If the issue is straightforward, Hostplus may be able to resolve it quickly. If more investigation is required, you should receive an update within around five business days explaining what is happening or requesting further information.

For most superannuation complaints, Hostplus is required to provide a written outcome within 45 days. More complex matters, such as death benefit distribution decisions, may take up to 90 days. These are maximum timeframes, and many complaints are resolved sooner.

When the investigation is complete, Hostplus will send you a written response explaining the outcome, the reasons for the decision, and any action they will take. If you are not satisfied, the response should outline your right to escalate the complaint externally.

Some issues arise more frequently in Hostplus complaints.

Members often report difficulties accessing or transferring their superannuation, including delays with withdrawals, rollovers, or identity verification. These problems can occur when personal details do not match records or when additional documents are required.

Customer service and communication issues are another common concern. Some members experience long wait times, repeated identity checks, or inconsistent advice when dealing with different support channels.

Delays in claims processing also generate complaints, particularly for insurance claims or death benefit matters. These cases can involve multiple parties and extended timeframes, which can be frustrating when updates are unclear or inconsistent.

Administrative errors can also lead to complaints. These include issues with updating personal details, confusion around fees or insurance premiums, or errors that require repeated follow-ups to correct.