Need to contact

AustralianSuper

and make sure they reply?

AustralianSuper is Australia’s largest superannuation fund, serving over 3.2 million members nationwide. With this substantial scale, AustralianSuper offers a robust customer support system, including a dedicated member services phone helpline (1300 300 273), online account management, email forms for inquiries, and active social media channels.

While AustralianSuper consistently ranks highly for fund performance and competitive fees, customer feedback about their service quality is mixed. Routine queries like account updates and general information are usually resolved efficiently, especially given their extended weekday support hours (8am–8pm AEST/AEDT). However, some members report frustrations with long wait times during peak hours and slow responses to complex issues.

Despite occasional hurdles, AustralianSuper aims to be accessible and helpful, actively encouraging members to utilise their phone support or online services for assistance.

AustralianSuper members frequently mention long processing times and delays, particularly for insurance claims, withdrawals, and benefit rollovers. Complex administrative issues can sometimes take weeks or even months to resolve, leading to customer frustration. Communication gaps and lost paperwork have also been reported, causing further delays and dissatisfaction.

Insurance claim handling is another common pain point, with members often describing the claims process as overly bureaucratic and emotionally taxing, especially during difficult personal circumstances. Some members feel AustralianSuper’s large call centre can be impersonal or lacking empathy, particularly when navigating stressful situations.

Administrative errors, like incorrect insurance classifications (leading to higher premiums) or mishandled beneficiary nominations, are other notable complaints. More severe issues, such as delayed super payouts (especially in sensitive cases like death benefits), although rare, can lead to escalations involving external regulators.

Despite these issues, many members experience smooth service for regular account activities. Members are advised to proactively manage their accounts and promptly escalate concerns if they notice discrepancies.

1. Phone Support

The primary channel to reach AustralianSuper is via their member services helpline at 1300 300 273 (8am–8pm AEST/AEDT, weekdays). International callers can reach support at (+61) 3 8648 3900. Have your member number and personal identification handy to expedite service. Be prepared for longer waits during peak hours (Mondays, and evenings around 5–6pm).

2. Online Enquiry Form

Submit questions or issues via the "Send an enquiry" form available in the Help & Support section of australiansuper.com. Responses can take up to 5 business days, making this best suited for non-urgent queries.

3. Secure Member Login (Message & Live Chat)

Log into your online account or the AustralianSuper mobile app to send secure messages directly to customer support, ideal for account-specific queries. AustralianSuper also occasionally offers live chat within the member portal for quick assistance.

4. Make a Complaint (Formal)

For unresolved or serious issues, lodge a formal complaint via AustralianSuper’s online complaint form or contact their resolutions team directly. AustralianSuper aims to address complaints within 45 days. If unsatisfied, complaints can be escalated externally to the Australian Financial Complaints Authority (AFCA).

5. Email and Postal Mail

• Postal Mail: Send forms or official correspondence to: AustralianSuper, GPO Box 1901, Melbourne VIC 3001, Australia
  
  
• Email: Typically, initial contact should go through online forms; however, specific departmental contacts may provide email addresses directly.
  
  

6. Social Media

Reach out to AustralianSuper via their official Facebook (@AustralianSuper) and Twitter (@AustralianSuper) accounts. They actively monitor these platforms and assist with general inquiries or direct members to the appropriate channels for privacy-sensitive issues.

Tip: Always have your member number ready. Clearly detail your issue and note the names or reference numbers provided for easier follow-up.

Cooling-Off Period

New members have a 14-day cooling-off period upon receiving their welcome materials to reconsider their membership and request account closure or rollover without penalty.

Account Changes & Cancellation

AustralianSuper has no exit fees. Members can transfer or close accounts anytime by rolling over their balances to another fund via the ATO rollover system or directly with AustralianSuper. Insurance options can be adjusted or cancelled anytime online without penalties.

Fees and Refunds

AustralianSuper rectifies fee errors proactively - illustrated by a $70 million refund to members in 2023 for incorrectly charged fees. Members noticing fee discrepancies should contact customer service promptly for investigation and adjustment.

Withdrawals & Rollovers

Eligible members can request withdrawals or rollovers. AustralianSuper processes these efficiently under normal circumstances. Delays typically occur due to missing documentation or system upgrades, with significant delays subject to internal review and possible compensation.

Complaints Handling

Formal complaints are acknowledged promptly, with resolution aimed within 45 days. Members dissatisfied with internal outcomes can escalate to AFCA, an external, independent body, to further resolve disputes.

Hardship & Compassionate Support

AustralianSuper adheres to regulated guidelines for early super access due to financial hardship or compassionate grounds. The support team guides members through required documentation and processes, emphasising sensitivity during these challenging situations.