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Australian Retirement Trust

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Australian Retirement Trust (ART) is one of Australia’s largest superannuation funds, created from the merger of Sunsuper and QSuper. It supports millions of members and focuses on accessible, member-first service through extended contact hours, live chat, and strong online self-service.

ART offers long weekday support hours to suit different schedules, alongside digital tools that let members manage most tasks without needing to call. Overall sentiment toward ART’s customer service is largely positive, with many members highlighting friendly, knowledgeable staff and reliable help for everyday questions. As with most large funds, more complex situations can take longer to resolve, but ART continues investing in service improvements and digital capability.

The most common issues reported by ART members tend to arise in complex or time-sensitive scenarios rather than routine account management:

1) Withdrawal and payment delays

Some members experience longer-than-expected processing times for withdrawals or rollovers, particularly when extra verification is required.

2) Strict security and verification steps

ART applies strong fraud-prevention measures. While important for safety, this can frustrate members (especially those overseas) when additional identity checks or authentication steps are required.

3) Errors and clarity around fixes

A small number of members report account errors being corrected without clear, detailed explanations, leaving them wanting better transparency.

4) Difficulty reaching support during peak times

Although many members report short waits, others describe difficulty getting through or delays in callbacks during busy periods.

5) Insurance claim frustrations

Insurance claims (such as TPD or income protection) can feel stressful when outcomes are unexpected or when communication lacks clarity. These experiences are often tied to strict eligibility rules rather than day-to-day service quality.

ART provides several ways to get help, depending on urgency and preference.

1) Phone support (fastest for urgent issues)

• Australian Retirement Trust contact number: 13 11 84
• Hours: Monday–Friday, 8:00am–7:30pm (AEST/AEDT)
• From overseas: +61 7 3333 7400

Have your member number and ID details ready for verification.

2) Live web chat

Live chat is available on ART’s website during contact centre hours. It’s ideal for:

• General account questions
• Processing time checks
• Guidance on forms or next steps

For sensitive account changes, you may be asked to switch to phone support.

3) Online contact / email form

For non-urgent matters or written follow-ups, use the online contact form via ART’s website. Responses are usually provided by email or phone.

4) Member Online portal (self-service)

Through Member Online, you can:

• Check balances
• Update details
• Switch investments
• Track or initiate certain requests

Using self-service can often save time and avoid a call altogether.

5) In-person or advice appointments

ART offers limited face-to-face appointments (mainly in Queensland) and phone/video consultations with financial advisers for more complex needs.

As a superannuation fund, ART’s policies focus on member choice, rollovers, insurance control, and complaints handling.

Cooling-off period (new members)

New members who join directly generally have a 14-day cooling-off period. During this time, you can cancel and transfer your balance to another super fund (subject to standard adjustments for fees and market movements).

Leaving ART or transferring your super

• You can transfer your super at any time without exit fees.
• Rollovers are processed once identification and requirements are complete.
• Insurance cover linked to your account ends if you fully close your account.

Refunds and fee corrections

Cash refunds are uncommon in super. If fees or contributions are applied incorrectly, ART’s policy is to credit the amount back to your super account or correct the transaction.

Insurance cancellation and premium refunds

• Insurance can be cancelled or reduced at any time.
• Cancelling within an initial period may result in premiums being credited back to your account (depending on cover type and timing).
• Insurance on inactive or low-balance accounts may be switched off under legislation, with notice provided.

Complaints handling and escalation

ART follows regulated complaints timeframes and aims to resolve issues promptly. If you’re not satisfied with the outcome, you can escalate externally to AFCA for independent review.