Use of Social Media

The AustralianSuper social media communities - Facebook, LinkedIn and Twitter - are dedicated spaces managed by AustralianSuper to help you understand super during your working years, and in retirement.

By participating in the AustralianSuper’s social media communities, participants agree to adhere to our House Rules as set out below (House Rules), which will evolve to meet our needs.

These House Rules keep our social channels respectful, collaborative and valuable spaces for AustralianSuper members and prospective members, followers and team moderators, who together make up our social community.

Our values drive everything we do for members, and everyone plays a part in keeping our community inclusive.

The AustralianSuper social media team act as moderators of this space. We’re here to support you, and our team are online on weekdays between 9am - 5pm AEDT (excluding public holidays). You can also reach our customer support team on 1300 300 273 weekdays 8am – 8pm (AEDT). For more ways to get in touch, including more information about making a complaint, visit: https://www.australiansuper.com/contact-us

We'll endeavour to:

• Answer questions to the best of our ability, guiding comments to relevant pieces of helpful information. We will not provide any personal financial product advice via our social media accounts. See disclaimer below.  
• Manage all personal information collected/provided in accordance with applicable privacy laws and in accordance with AustralianSuper’s Privacy Policy, which can be accessed here australiansuper.com/privacy-policy. If you have any questions in relation to our privacy practices or want to raise a privacy complaint, please contact us at privacy@australiansuper.com.
• Take on board all feedback with integrity to help improve our member experience.
• Remove posts that breach these rules, any applicable laws or regulations or that we (in our sole discretion) consider contains false information or which are (or potentially are) defamatory, disrespectful, offensive, graphic, inappropriate, hateful, abusive, racial or promoting criminal behaviours. This includes warning and/or banning serious or repeat offenders from interacting.
• Remove third party solicitations or advertisements. This includes promotion or endorsement of any financial, commercial or non-governmental agency.
• Take reasonable steps to escalate complaints about AustralianSuper or inquiries about members’ superannuation entitlements in accordance with our complaints policy.
• Only ever ask you for information that we require to assist with your social media enquiry, which may include personal information such as full name and member number. If we can’t collect this information privately, it may be difficult for us to assist. We will never send you an SMS or email linking directly to a login page.
• Monitor posts for references to suicide or self-harm. If a post raises concerns about your safety, we may try to contact you to check that you and/or others are safe. If there are significant concerns, we may also pass on the post to authorities who can help protect you and/or others such as a crisis service or the police.

As participants of this space, it’s your responsibility to: 

• Refrain from the use of profanity in any form.
• Be constructive and inclusive, not aggressive. Think about the language you choose to use and how it might impact others reading, including your family and friends.
• Not provide financial product advice, as this can only be provided by persons authorised under an Australian Financial Services Licence.
• Not upload materials without full permission of all subjects, authors or owners of the materials before uploading. While we welcome contributions to our social media pages, we do not endorse the content of those contributions. By uploading any materials, you declare that you have all the required permissions to do so and that doing so will not breach any law or anyone’s rights, including but not limited to confidentiality rights or obligations or third-party intellectual property rights.
• Not share personal information publicly, including address, phone number, email address, date of birth, bank or member account details or amounts, tax file numbers or health information.
• Help us help you by providing the information we need to safely verify your account details for further investigation.
• Refrain from spamming our social channels with multiple or repetitive posts on the same topic. Any posts that deliberately disrupt discussion and other participants’ access to our support will be treated as spam and will be hidden and/or removed.
• Avoid asking for a response to questions which have previously been answered.

AustralianSuper moderators work hard to keep conversations friendly, engaging, and helpful. If we feel a comment is harmful, we’ll take action.

We don’t, and you should not, tolerate:

• Personal Attacks. Discussions are encouraged, but when disagreements turn into arguments, personal attacks should not be made against us or other members of the community. 
• Discrimination or prejudice based upon race, colour, religion, creed, sex, sexual orientation, national origin, age, disability, veteran status or any other personal characteristics protected by law. These will be identified and removed from our page immediately.
• References to distressing subjects including slang referring to illicit drugs, sexual acts, violence, anything illegal or socially unacceptable.
• Spam. Generally defined as an unsolicited electronic message of a commercial nature with a purpose of offering, advertising or promoting goods or services. Spam may include surveys, contests, invitations to join ‘pyramid schemes’, chain letters and other commercial invitations or advertisements.
• Hawking.  
• Criminal or Immoral Activity. Any mention of or reference to criminal or immoral activity is not permitted, including but not limited to illegal drug use, prostitution, fraud, stalking, extortion, terrorism and any threat of violence against another user.

This is not a comprehensive list and we reserve our rights to take any action in line with our values to keep our social channels respectful, collaborative and valuable spaces. If we see any of the above behaviour, AustralianSuper moderators reserve the right to, among other things:

• Hide the interaction 
• Restrict member’s ability to post 
• Remove the post or member from our community completely 

If you witness any of the above behaviour, email socialmedia@australiansuper.com

Disclaimer