Help & Support

Find answers to your questions, access helpful guides and manage your account.

I need help with...

  • Due to previous suspicious activity across a small number of members’ accounts, it is not currently possible to change your bank account and mobile number via your online account and mobile app. We apologise for any inconvenience.  

    If you need to change your bank account details, use the Change my details form. To change your mobile number, please call us on 1300 300 273, 8am-8pm (AEST/AEDT) weekdays.

    Log into your account online

    Don't have online access set up? Register for online access to your account to get started. Once you’ve got online access, you can download the mobile app to access your account via your mobile.

    Having trouble logging in?  Visit how to log in.

  • Don't have online access set up yet? Register for online access to your account to get started. Once you’ve got online access, you can download the mobile app to access your account via your mobile.
  • You can find your username online.

  • You can find your password or change it online.

  • To unlock your account, call us on 1300 300 273. from 8am to 8pm AEST/AEDT weekdays for assistance.

  • You can download the mobile app or view the FAQs online.

I want to…

 

Got a question? Message us in the app

Logging in to the app is the fastest and most secure way to contact us. Send us a message, and the app will notify you when we reply.

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Contact us

Message us

Our Australian-based team is available during business hours (8am to 7.30pm AEST/AEDT, weekdays).

Message

Message us on the app

The fastest and most secure way to message us. Turn on notifications, and you’ll get a notification when we reply.


Our team are available during business hours. For simple questions, message our chatbot Ash 24/7.


Download the app

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Message us on the web

Already a member? Log in to your account online and send us a message. We’ll respond during business hours.


Not a member yet? Message us here on the website.

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Message us on Apple Messages

Our team is available on Apple Messages during business hours.


Start a conversation

Call us

Our Australian-based contact centres are here to help.
Call wait times are longer than usual
For non-urgent enquiries, you can use the ‘Message us’ options above. If you use the app, we’ll notify you when there’s a reply.

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Get in touch

Calling from Australia?

Call 1300 300 273


8am – 8pm weekdays, AEST/AEDT

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Calling from overseas?

Call + 61 3 8617 9767


8am – 8pm weekdays, AEST/AEDT


Overseas call costs may apply.

Send a letter

Send

Sending a document?

Try uploading it online for faster processing.

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Super address

GPO Box 1901 Melbourne VIC 3001

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Retirement address

Locked Bag 6 Carlton South VIC 3053

National Relay Service (NRS)

If you are d/Deaf or have a hearing or speech impairment, you can use the National Relay Service to contact us. Contact the NRS and give them our phone number: 1300 300 273.

national relay service

Help in your language

If English isn't your first language, you can contact TIS National for help in your preferred language. This service is provided at no extra cost.

Interpreting services

Complaints

We value your feedback. If you're not satisfied with our products or services, we have a process to address your concerns.

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