Need to contact

Hostplus

and make sure they reply?

Hostplus is an industry super fund known for a member-first approach, with support options that suit both quick questions and more complex super needs. Members can get help through phone, live chat, online enquiries, and in-person appointments at selected ServicePlus Centres.

Hostplus runs extended weekday support hours and offers specialist help for retirement products. If you want real-time help without calling, live chat is available during business hours. For members who prefer face-to-face guidance, Hostplus offers bookable appointments in Adelaide, Melbourne, and Darwin.

Overall, Hostplus is often seen as approachable and supportive, with many members valuing clear guidance and accessible help, while still experiencing occasional service pressure during busy periods (especially around withdrawals and rollovers).

Even with a strong service reputation, members sometimes report these recurring issues:

1) Withdrawal and rollover delays

Some members experience longer processing times for rollovers or withdrawals, particularly when extra identity verification is required. Delays can be stressful when money is needed urgently.

2) Slow updates or lack of proactive communication

A common frustration is needing to follow up multiple times to get a status update, especially for requests lodged via forms or email.

3) Call centre inconsistency

Some members report inconsistent information across different representatives, and a minority describe language barriers or a lack of empathy, particularly during complex cases.

4) Feeling pushed to self-service

Members sometimes feel directed back to the app/portal when they call for help. This is especially frustrating if the online system is down or they’re not comfortable using digital tools.

5) Admin errors and repeated verification steps

Occasional admin issues (like incorrect flags on TFN status or insurance settings) and repeated ID checks can create extra delays and confusion.

If your request is time-sensitive, call early in the day and ask for a reference number so your case is easier to track.

Choose the channel below based on what you need help with:

1) Phone (Member Hotline)

Best for: account questions, contributions, withdrawals, rollovers, investments, forms help

• Hostplus contact number: 1300 467 875
• Hours: Monday–Friday, typically 8:00am–8:00pm (AEST/AEDT)
• From overseas: +61 3 9067 2500

Tip: Have your member number ready and expect security checks.

2) Phone (Retirement & Pension Hotline)

Best for: Hostplus Pension and Transition to Retirement accounts

• Pension hotline: 1300 348 546

3) Live chat (Website)

Best for: quick questions, finding the right form, general guidance.

Live chat is available via the Hostplus website during business hours (often aligned with contact centre hours).

4) Online enquiry form / email

Best for: non-urgent requests, written follow-up, complaints.

Use the online enquiry form via the official Hostplus contact page. This is helpful when you want a written trail or need to explain a complex situation clearly.

5) In-person appointments (ServicePlus Centres)

Best for: complex questions, form support, retirement planning, consolidations
Hostplus offers appointments in:

• Adelaide
• Melbourne
• Darwin

Bookings are made via the Hostplus contact page.

6) Mail (documents and formal correspondence)

General correspondence: Hostplus, Locked Bag 5046, Parramatta NSW 2124

Some insurance-related documents may require a different address, so always follow the instructions on the relevant form.

7) Interpreter and accessibility support

Hostplus can support members through interpreter services and the National Relay Service if required.

Cooling-off period (new members and some products)

Hostplus generally provides a 14-day cooling-off period for new members and some new products. If you change your mind within the cooling-off window, contributions or rollovers can be reversed/returned (subject to standard adjustments like market movement and taxes).

Transfers and account closure

• Members can generally transfer to another super fund at any time.
• No exit fees apply for moving your super.
• Withdrawals are subject to standard super rules (you must meet a condition of release).
• ID verification may be required before releasing funds.

Refunds and corrections (fees, premiums, errors)

Hostplus typically treats “refunds” as corrections:

• If an incorrect fee or insurance premium is charged, the fund’s approach is to correct the error and credit the impacted amount back to your account.
• Contribution errors (often employer-related) can have their own process under super rules.

Insurance changes

• Insurance can usually be reduced or cancelled at any time to stop future premiums.
• Cancelling within the relevant cooling-off window may result in premiums being credited back (if eligible).

Complaints handling and escalation

Hostplus has a formal complaints process:

• Complaints can be lodged by phone, online, or in writing.
• Super complaints typically have regulated maximum timeframes for a final response.
• If you’re not satisfied with the outcome, you can escalate externally to AFCA for independent review.