Need to contact

HESTA

and make sure they reply?

HESTA is a leading industry superannuation fund with a strong reputation for member-focused support. Members can get help via phone on weekdays from 8am–8pm (AET), with dedicated numbers for callers in Australia and overseas.

HESTA also offers digital support options including an online enquiry form, a website virtual assistant (“Liz”), and ways to book a call or chat with a super advisor for more tailored guidance.

Many members describe HESTA’s service as knowledgeable and warm, and the fund is known for making complex super topics easier to understand. While service demand can spike during major system or process changes, HESTA positions support as clear, caring, and focused on helping members take action with confidence.

Members most commonly report issues in these areas:

• Long wait times during peak periods: Some members report extended hold times and slower-than-expected responses to online enquiries when volumes are high.
• Online access and app issues: Members sometimes experience login problems, difficulties accessing online accounts, or frustration with app changes and updates.
• Withdrawal and rollover delays: Some members report delays in processing withdrawals or rollovers, especially when extra checks or missing documents slow the process.
• Contribution timing and updates: Some members report delays in seeing employer contributions reflected, which can require follow-up.
• Verification and paperwork hurdles: Identity verification or documentation requirements can hold up transactions, and some members feel updates could be clearer during longer processes.

You can contact HESTA through several support channels depending on how urgent your issue is:

• Phone support (fastest for urgent issues): Call 1800 813 327 (Australia) or +61 3 9957 0064 (overseas). Phone support is available Monday to Friday, 8am–8pm (AET).
  If you’re in a retirement income stream, call 1300 734 479 for the dedicated line.
• Online enquiry form: Use the Contact Us page to submit a question and receive a response from the support team.
• Virtual assistant (“Liz”): Use Liz on the HESTA website for quick answers and guidance to the right next step.
• Book a call or super chat: If you want a scheduled conversation, HESTA lets you book a call or chat with a super advisor at a time that suits you.
• Email: You can email hesta@hesta.com.au, but many members find the online form is faster for routing and tracking.
• Accessibility support: HESTA can assist with interpreters and accessibility services, including the Translating and Interpreting Service and the National Relay Service.

Tip: Keep your member number handy and clearly state what you need (for example, “withdrawal,” “rollover,” or “contributions”) so you’re routed to the right team faster.

Refunds and cancellations

Superannuation doesn’t work like retail refunds. You can generally switch funds or roll over your super to another provider at any time, and there are typically no exit fees for leaving. Withdrawing your super is only possible if you meet a legal condition of release, so if you believe a contribution needs to be reversed or corrected, the best next step is to contact HESTA directly.

Insurance inside super (cooling-off and changes)

If you hold insurance through your super, optional cover may include a cooling-off window depending on the policy and product terms. Changes and cancellations of cover are managed through account settings and support channels, and documentation may be required.

Complaints handling and escalation

HESTA has a structured complaints process. Complaints can be lodged via phone or online, and HESTA will investigate and respond within required timeframes. If you’re not satisfied with the outcome, you can escalate to the Australian Financial Complaints Authority (AFCA) for a free and independent review.

Privacy and security

HESTA prioritises protecting member information, including secure account access and safeguards for online services. Members should report suspicious contact attempts or scams promptly and avoid sharing sensitive details with unverified sources.

Other policies

Policies like price matching or shipping don’t apply in the usual sense. Most documents and communications are delivered electronically or by post, and transaction processing times can vary depending on verification requirements and workload volumes.