Got a super or retirement question? Get in touch.
Member portal and mobile app upgrade issues
Recently we implemented a major upgrade to our member portal and mobile app. While most members have been able to access and use the new portal and upgraded app, we’re aware some are experiencing issues including accessing or transacting on their accounts. We apologise and are working on resolving all issues as quickly as possible.
As a result of an increased number of members contacting us, it’s taking longer to speak with a consultant over the phone or via online chat. We’ve redirected all available staff to assist members but understand this may be frustrating and we appreciate your patience.
We’d like to reassure members there has been no impact to account security. Your information is secure and has not been lost or accessed by a third party.
Important notice
Our contact centre is experiencing higher than usual wait times.
AustralianSuper’s systems and data has not been impacted as a result of the Optus cyber attack. We’re monitoring the situation and taking additional steps to help keep members’ accounts secure and prevent fraudulent activity. If you’re an Optus customer and there is a chance that the password you use for your Optus account is also used for your AustralianSuper account, we recommend changing your password. Log in to your account and follow the steps to reset your password.
Message
Live Message
8am – 7.30pm AEST/AEDT weekdays
Facebook Messenger
Apple Messages
Call
8am – 8pm AEST/AEDT weekdays
Australian callers
Overseas callers
8am – 8pm AEST/AEDT weekdays
Write
Send a letter
Super address:
GPO Box 1901 Melbourne VIC 3001
Retirement
address:
Locked Bag 6 Carlton South VIC 3053
Translating & Interpreting Services are available
Please call us so we can arrange for you, or a family member, to talk to someone about your super in the language you understand best.
Help topics
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Withdraw money from your super
To withdraw money from your super log into your account, go to request a withdrawal and follow the steps.
Learn more about accessing your super, eligibility and conditions that apply.
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Join AustralianSuper
It’s easy to open an account online. Read about the information you’ll need to complete your account application.
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Reset your password
If you’ve forgotten your online account details, go to the login page, select Forgot username? or Reset password? and follow the prompts.
Passwords must:
- be at least 13 characters
- no repeated letters or numbers or sequences like 1234
- no easy-to-guess words like your name or email
- no previously used passwords
Password tips:
- base it on a phrase that only you know which includes a mix of letters, numbers and symbols
- pick something easy for you to remember but difficult for someone else to guess
- don’t reuse passwords from other websites or apps
- don’t share it with family or friends
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Making contributions (payments) into your super
How to make a voluntary contribution
Log into your account to set up your direct debit or locate your BPAY details. You can also make a one-off contribution anytime using your mobile app with your BSB and bank account number.
Find out more about your options, like salary sacrifice and how to add to your super after-tax.
When will contributions show in accounts?
Payments can take 3-5 business days to appear in your account.
How to check employer super payments
Log in to your account and go to transactions to check all payments made to your super account. Use the mobile app to keep track of employer contributions. Go to manage preferences and turn app notifications on. A notification will be sent whenever a contribution is made into your account. Employers have up to 28 days (after the end of each quarter) to make super payments. So there may be a delay between a super contribution amount showing on your payslip and that money appearing in your super account.
If you need to send your super details to your employer, log in to the mobile app and select send to my employer - you’ll need your employer’s email address.
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Consolidate your super
If you made a request to consolidate other super into your AustralianSuper account it will take around 3 days for those funds to appear in your AustralianSuper account.
Follow this process if you’d like to consolidate all your super into your AustralianSuper account.
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Log in to update your personal details and check key account information
To keep your account secure, your mobile number can only be updated by calling 1300 300 273 (8am-8pm AEST/AEDT weekdays).
You can update your postal or residential address, email address and home phone number by logging in to your or mobile app and selecting my details.
Log in to your account or mobile app, to:
- track your balance
- check your employer contributions
- download your annual statement
- review your insurance cover
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Claim a tax deduction
If you want to claim a tax deduction on your personal super contributions in your next income tax return, you need to complete the Notice of intent to claim a tax deduction for personal super contributions form. Post the form or upload it to us.
Once we receive your form, we’ll write to you confirming the amount you can claim. Please wait to receive this confirmation before submitting your tax return.
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Find your member number
You can find your member number online, by providing your:
- date of birth
- postcode and
- email or mobile number
You can also find your member number in your online account, the mobile app or on your annual statement.
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Insurance cover
If you’d like to change or cancel your insurance, login to your account or mobile app and select change insurance. Read the relevant insurance in your super guide for more information.
Making a complaint
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Make a complaint
When making a complaint please describe your issue and how it could be resolved.
Call
8am – 8pm AEST/AEDT weekdays
Within Australia on 1300 300 273
From Overseas on +61 3 9067 2108
Online form
Supply your personal information and select ‘formal complaint’ from the ‘reason for enquiry’ menu on the email us form. You can securely upload supporting documents if you wish.
Email
complaints@australiansuper.com
Please provide your full name, member number and best contact number including state area code with landline numbers. Please don’t send attachments by email as it is not secure. If you have attachments send your complaint by post or use the online form.
Post
GPO Box 1901 Melbourne VIC 3001
Please provide your full name, member number and any supporting documents.
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Complaints process
You can lodge a complaint using any of the options detailed above. The simplest way to resolve a complaint may be discussing it with us by phone.
If we’re unable to address your concerns over the phone, we’ll acknowledge your complaint and investigate further with the relevant internal team or with our insurer (as applicable).
While we aim to action all complaints as soon as possible we’ll generally address your complaint within 45 days of receiving it. If it’s very complex and we can’t meet that timeframe, we’ll contact you beforehand to let you know why and keep you informed about our progress on a regular basis.
Once we make a decision about your complaint, we’ll write to you with the decision and the reasons supporting it.
For further information about our complaints process, download our Complaints Policy.
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Dispute resolution
If you are unsatisfied with our response to you, or the complaints handling process itself, or you did not receive a response within the required time frame, you may be eligible to take your complaint to an external complaints body.
AustralianSuper is a member of the Australian Financial Complaints Authority (AFCA) which is a free, fair and independent dispute resolution scheme.
Australian Financial Complaints Authority
Post: GPO Box 3, Melbourne VIC 3001
Call: 1800 931 678
Online: afca.org.auIf your complaint relates to the handling of your personal information, you can escalate your complaint to the Office of Australian Information Commissioner (OAIC).
Office of the Australian Information Commissioner
Post: GPO Box 5218, Sydney NSW 2001
Call: 1300 363 992
Online: oaic.gov.au