How to make a complaint
You can make a complaint if you’re:
- a current or former member of AustralianSuper
- an executor or administrator of a deceased member’s estate
- a person with an interest in a member death benefit
- a third-party authorised to act for a complainant
- a party to Family Law proceedings.
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Use our online form
The easiest way to make a complaint is via our online form. Complete all sections of the form. In the form, please tell us what happened in as much detail as you can, and let us know the solution/outcome you’re seeking.
If you’re making a complaint on a member’s behalf and aren’t authorised to act for them, we’ll contact the member directly about the complaint.
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Call
You can also make a complaint by calling our Contact Centre.
Please have your member number ready before you call. You can find it using our Find my member number tool.
When you speak with a consultant, share as much detail as you can including any view you may have on the solution you are seeking, so we can review and respond to your complaint as quickly as possible.
Australia callers: 1300 300 273
Overseas callers: +61 3 8617 9767
Operating hours: 8am – 8pm AEST/AEDT weekdaysCall wait times may be longer during peak periods.
Assistance in other languages
If english isn’t your preferred language and you need help making a complaint, you can access Translating and Interpreting Service (TIS National) at no-extra cost by calling 131 450.
Assistance for hearing and speech impaired members
If you have a hearing or speech impairment and need support lodging your complaint over the phone, you can access the National Relay Service (NRS) at no-extra cost. The NRS provides a range of options including TTY, voice relay, NRS captions, video relay, SMS relay and NRS chat. The NRS is a confidential service. To find out more visit: accesshub.gov.au/about-the-nrs
Assistance for Aboriginal and Torres Strait Islander members
Our Contact Centre provides an Aboriginal and Torres Strait Islander specialist service. This service goes to culturally trained colleagues to provide a more knowledgeable and efficient experience. To speak to this team, please choose the option when you call or please tell the person on the phone that you are an Aboriginal and Torres Strait Islander person.
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Email
You can email us if that’s your preferred way to make a complaint. To help us review your complaint sooner, please include:
- ‘Complaint’ in the subject line.
- Your full name.
- Member number (you can also find your member number with our online tool).
- Preferred contact number (including state area code for landline numbers).
- A description of your complaint.
- Any view you may have on the solution you are seeking.
Including these details helps us connect your complaint to your account and avoid delays. Once you have everything ready, email your complaint to complaints@australiansuper.com
Important: If you need to send documents, we recommend you post your complaint or use our secure online upload option.
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Mail
You also have the option to send your complaint by mail. Please allow us extra time for us to receive your complaint and for our response to reach you, especially if there are postal delays.
To help us review your complaint, please tell us what happened and how you’d like the issue resolved.
Please include:
- Your full name.
- Member number.
- Preferred contact number (including state area code for landline numbers).
- A description of your complaint.
- Any view you may have on the solution you are seeking.
- Supporting documents.
Then send your complaint to:
GPO Box 1901
Melbourne VIC 3001
Complaints process
We’ll acknowledge your complaint within 24 hours of receiving it, or as soon as we reasonably can after that.
To help us understand your complaint, we’ll gather information from you and may also review details from your member account, our fund administrator or Trustee Office, or the insurer if your complaint relates to insurance.
We’ll carefully review the information we collect. If we need anything else to help investigate your complaint, we’ll let you know.
We’ll do our best to respond as quickly as possible and within the complaint response times below. If your complaint is complex and we need more time, we’ll contact you before the timeframe ends, explain why, and keep you updated on our progress.
Before we call, we’ll send a text message to the mobile number on your account so you know to expect us.
Complaint response times
| Complaint type | General response times |
|---|---|
| Privacy complaints | 30 calendar days |
| Financial advice complaints | 30 calendar days |
| Superannuation complaints (except death benefit objections) | 45 calendar days |
| Objections to death benefit distributions | 90 calendar days (starting after the 28 days to submit your objection) |
Escalating complaints
You may be eligible to take your complaint to the Australian Financial Complaints Authority (AFCA) if you are:
- unsatisfied with our response
- unsatisfied with the complaints handling process itself, or
- you did not receive a response within the required timeframe.
AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact the AFCA by phone, email, mail, or online.
Complaints related to the handling of personal information
If your complaint relates specifically to the handling of your personal information, you may be able to escalate it to the Office of Australian Information Commissioner (OAIC). You can contact the OAIC by phone, email, mail or online.
You can find more information about escalating your complaint in our Complaints Policy.