Need to contact

Rest Super

and make sure they reply?

Rest Super (Retail Employees Superannuation Trust) supports more than two million members with an easy-to-access, multi-channel service model. Members can get help via phone, app messaging, WhatsApp chat, and online self-service, with extended hours that include Saturday support.

Rest is particularly strong on digital convenience. The Rest App lets members manage their account on the go and message support directly, while WhatsApp support offers a quick, text-based option during contact centre hours. A comprehensive online Help Centre covers common tasks so many issues can be solved without calling.

Overall, Rest positions itself as approachable and practical, with a focus on transparency, security, and first-call resolution for everyday needs.

While many members have smooth experiences, the most common pain points tend to appear in complex or time-sensitive scenarios:

1) Withdrawal and rollover delays

Members sometimes report longer processing times for withdrawals or rollovers, particularly when additional verification is required. Delays can feel worse when timelines aren’t clearly communicated.

2) Communication and follow-up gaps

Some members say they weren’t proactively updated when extra documents were needed, only discovering a hold-up after calling to check progress.

3) Repeated ID verification and paperwork

Strict security checks are essential, but multiple rounds of document requests can be frustrating if requirements aren’t explained clearly upfront.

4) Inconsistent information

A minority of members report receiving different timelines or explanations from different representatives, which can undermine confidence while waiting.

5) Insurance claims stress

Insurance claims (such as TPD or income protection) can be lengthy and emotionally challenging. Some members feel unsupported during the process if communication isn’t clear.

Tip: If a request feels stuck, ask for a reference number, confirm what’s outstanding, and request a clear next step and timeframe.

Choose the option that best fits your situation:

1) Phone – Rest Member Services (fastest for urgent issues)

• Rest contact number: 1300 300 778
• Hours: Monday–Friday 8:00am–8:00pm, Saturday 9:00am–5:00pm (AEST/AEDT)

You can check balances, update details, request withdrawals, consolidate super, and get help with most account matters.

2) App messaging & live chat

• Rest App: Message support directly within the app (same hours as the contact centre).
• WhatsApp: Chat with Rest via the link on their Contact page for text-based support during service hours.

3) Online enquiry form

For non-urgent matters or when you want a written trail, submit an enquiry via the online contact form. Include your member number and clear details to speed things up.

4) Postal mail (documents and formal correspondence)

• Mailing address: Rest, GPO Box 3500, Melbourne VIC 3001(Always check the specific form instructions in case a different address applies.)

5) Accessibility & language support

• National Relay Service (NRS) for hearing or speech impairments.
• Interpreter support can be arranged on request.

6) Advice appointments

You can book time with a Rest Adviser (phone or sometimes in person) for guidance on investments or retirement planning.

Cooling-off period (new members)

Rest generally offers a 14-day cooling-off period. If you change your mind within this window, contributions or rollovers can be returned or transferred (subject to standard adjustments).

Account closure and transfers

• You can leave or transfer your super at any time.
• No exit fees apply.
• Withdrawals are subject to super conditions of release and ID checks.

Refunds and corrections

In super, “refunds” usually mean fixing errors:

• Incorrect fees or premiums are credited back if identified.
• Contribution errors follow regulated processes (often initiated by the employer or via ATO rules).

Insurance changes

• Insurance can be reduced or cancelled at any time to stop future premiums.
• Cancelling within the cooling-off period may result in premiums being credited back (if eligible).
• Claims decisions can be reviewed internally and escalated if disputed.

Complaints handling and escalation

Rest has a formal complaints process with regulated timeframes. If you’re not satisfied with the outcome (or if a response is delayed) you can escalate to AFCA for independent review.