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Aware Super

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Aware Super (formerly First State Super) supports over a million members and offers multi-channel help designed to make managing your super feel straightforward and secure. You can get support through phone, live chat, and online self-service, plus access financial advice appointments for more complex needs (like retirement planning or consolidating accounts).

Service experiences can be mixed: many members report friendly, patient staff who go the extra mile, while others report frustrations during busy periods, especially for time-sensitive admin tasks like withdrawals or rollovers. The fastest path for urgent issues is usually a phone call, while chat and online forms work well for general questions or written follow-ups.

These are the most common pain points members report:

1) Delays in withdrawals or payments

Some members find certain payments or withdrawals take longer than expected, especially when timing is critical.

2) Needing repeated follow-ups to resolve an issue

For more complex matters (rollovers, account consolidation, corrections), some members report having to contact Aware multiple times, sometimes with inconsistent updates.

3) Confusion during account changes or transfers

A small number of members describe temporary “missing” balances during transfers or processing. This is usually an admin allocation issue that needs follow-up for clarity and confirmation.

4) Long hold times or difficulty getting through

During peak times, members sometimes experience longer waits, dropped calls, or difficulty reaching the right team quickly.

5) Insurance processes and communication

Insurance-related changes (including medical questions for cover changes, or insurance cancellations on inactive accounts due to legislation) can cause confusion if members aren’t expecting it.

If you’re dealing with something urgent or stressful, keep a simple record of: dates, what you requested, who you spoke to, and any reference numbers.

Choose the option that matches your situation:

1) Phone support (best for urgent issues)

Aware Super contact number (Australia): 1300 650 873
Hours: Monday to Friday, 8:00am to 8:00pm (AEST/AEDT)
From overseas: +61 3 9131 6373

Tip: Have your member number and ID details ready for security checks, and ask for a reference number if your issue needs follow-up.

2) Live chat (good for quick questions)

Aware offers live chat via their website (look for the chat icon). It’s useful for:

• Basic account questions
• Login or navigation help
• “Where do I find…?” support

If the chatbot can’t help, you can request a human agent when available.

3) Online enquiry form (written follow-up)

If your issue isn’t urgent, the online form is a good way to provide detail in writing and request a response.

4) Mail (formal paper trail)

Aware Super
GPO Box 89
Melbourne VIC 3001‍

Mail is slower, but can be useful for formal complaints or where documents need to be submitted.

5) Accessible support

• National Relay Service (NRS): Useful if you’re deaf, hard of hearing, or have a speech impairment.
• Translating and Interpreting Service (TIS National): For non-English speakers who want interpreter support.

6) Advice appointments (for bigger decisions)

Aware can help you book an appointment (phone/video, and sometimes face-to-face options depending on location) for retirement planning, consolidations, or more complex questions.

14-day cooling-off period (new members)

Members who join directly may have a 14-day cooling-off period to cancel and move their balance to another super fund (super generally can’t be refunded as cash unless a condition of release applies).

Leaving Aware (rollovers and transfers)

You can generally transfer your super out at any time, and exit fees typically don’t apply. Processing time depends on having the right identification and completed requirements.

Fee or contribution corrections

If a fee or contribution is applied incorrectly, the usual approach is an adjustment or correction to your account (rather than a cash refund).

Insurance cancellation and premium refunds (where eligible)

• You can usually cancel or reduce insurance at any time.
• If you opt out early (within certain time windows for cover), premiums may be credited back to your account (rules depend on the cover type and timing).
• Insurance on inactive accounts may be cancelled under legislation, but members can often elect to keep cover if they act within the notice period.

Complaints handling and response timeframes

Aware has a formal complaints process with set response timeframes. If you’re not satisfied with the outcome (or you don’t receive a response within the required timeframe), you can escalate to AFCA for independent dispute resolution.