Got a super or retirement question? Get in touch.
Important notice
We are currently experiencing some postal delays as a result of stage four lockdown measures announced by the Victorian Government. If you've sent us a form or an enquiry via Australia Post, it may take us a little longer than usual to get back to you.
We are prioritising the following requests for you:
- pension payments
- new or existing insurance claims
- withdrawal requests (including compassionate grounds or financial hardship)
- switching to AustralianSuper
- updating your account details.
The quickest way to get in touch with us is through our website at australiansuper.com/email where you can:
- make an enquiry
- upload and send us a scanned copy of a completed and signed form, or
- make a complaint.
Or, you can contact us using the AustralianSuper mobile app messenger function or send us a live message.
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
Email us
Send a letter
Super: GPO Box 1901 Melbourne VIC 3001
Retirement income: Locked Bag 6 Carlton South VIC 3053
Making a complaint
The simplest way to resolve a complaint can be to discuss it with us by calling 1300 300 273 (8am – 8pm AEST/AEDT weekdays). If we’re unable to address your concerns over the phone, you can lodge a formal complaint – find out how in the section below.
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Complaints Process
We’ll investigate your complaint and address your concerns as soon as possible. It is a legislative requirement for us to respond to you within 90 days of receiving your complaint.
At any stage you're welcome to contact your assigned Complaint Officer for an update on the progress of your complaint.
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Dispute Resolution
If you don’t receive a response to your complaint within 90 days for superannuation complaints or 45 days for complaints about financial advice received, or if you’re unsatisfied with AustralianSuper’s response to your complaint, you may be eligible to take your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Mail: GPO Box 3, Melbourne VIC 3001
Call: 1800 931 678
Online: afca.org.au -
How to lodge a complaint
You can
- email us,
- call 1300 300 273 (8am – 8pm AEST/AEDT weekdays) / +61 3 9067 2108 (8.30am – 5pm AEST/AEDT weekdays), or
- write to us at GPO Box 1901 Melbourne VIC 3001.