AustralianSuper Social Media House Rules

By participating in the AustralianSuper’s social media communities (Facebook, LinkedIn, X, Product Review and Google Review), 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, prospective members, followers and team moderators, who together make up our social media community.

We’re on social media to support you throughout your super journey - from your working years through to retirement. Whether you’re seeking information, sharing your experience, or simply staying connected, we’re here to help.

The AustralianSuper social media team act as moderators of these spaces. The social media team are here to listen, acknowledge feedback, and guide you to the support you need - Monday to Friday, 9am–5pm AEST/AEDT (excluding public holidays).

For account help and questions about your superannuation or retirement account, our contact centre is the best starting point:

The below House Rules help keep our social media spaces welcoming, helpful and safe for everyone. Our values drive everything we do for members, and everyone plays a part in keeping our community inclusive.

Dos

Share what matters to you

  • We welcome feedback, whether it's a compliment, suggestion, or complaint.
  • Celebrate your retirement journey with personal milestones and achievements.
  • Ask questions about your superannuation goals.

Be respectful

  • Avoid swearing.
  • Keep your comments on-topic and in a tone you would be happy to be spoken too in.
  • 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.

Protect your privacy

  • If we need further details to help you, we’ll ask for them. If we can’t collect this information, it is difficult for us to assist you.
  • Be aware that personal or sensitive information should never be shared publicly, including details like home addresses, phone number, email address, date of birth, bank or member account details or balances, tax file numbers or health information.
  • Respect others’ privacy.

Don'ts

No harassment or offensive content

  • Avoid bullying, harassment, discrimination, prejudice or hate speech based upon race, colour, religion, creed, sex, sexual orientation, national origin, age, disability, veteran status or any other personal characteristics protected by law.
  • Don’t make personal attacks or threats. Discussions are encouraged, but when disagreements turn into arguments, personal attacks are not tolerated.
  • Don’t behave aggressively towards others, including moderators.
  • Don’t share offensive or inappropriate content, including references to distressing subjects or slang referring to illicit drugs, sexual acts, violence, anything illegal or socially unacceptable.

No spam or promotion

  • Avoid posting spam or irrelevant links. Multiple or repetitive posts on the same topic that deliberately disrupt discussion and other participants’ access to our support will be treated as spam and will be hidden and/or removed.

No financial advice

  • Don’t share or rely on financial advice unless it’s from a licensed professional, with an Australian Financial Services Licence (AFSL).
  • Social media comments are not financial advice. Remember that we’re here to guide you, but we won’t offer financial advice on social media.
  • If you post content that could be seen as financial advice, we may remove it.

No illegal content

  • Don’t post content that is illegal or promotes illegal activities.
  • Don’t post illegal material or content you don’t have rights to share. By uploading content you confirm you have the right to do so and aren’t breaking any laws or breaching anyone’s privacy, copyright or third-party intellectual property rights.

How we manage our social media spaces

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

The above list is not comprehensive, and the AustralianSuper social media team reserve the 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 social media team 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

Specifically, the social media team aim to:

Protect your privacy

  • We only collect personal information privately and only as needed and in line with our privacy policy.
  • We only ask for information we need to help you, such as your name, member number, and date of birth.
  • We'll never send login links via text or email.

Listen, improve and assist

  • We listen to all feedback to help us improve your experience with the Fund.
  • We answer all relevant superannuation questions to the best of our ability, guiding comments to relevant pieces of helpful information.
  • We manage questions and complaints with care and in line with our complaints policy.

Keep our social media spaces safe

  • We'll remove any content that is against these rules, any applicable laws or regulations that we (in our sole discretion) consider 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.
  • We reserve our rights to take any action in line with our values to keep our social channels respectful, collaborative and valuable spaces.
  • We'll stop you from posting, such as by banning you if we need to.
  • We monitor content 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 contact authorities who can help protect you and/or others such as a crisis service or the police.
  • We ask that you engage respectfully - our team may step away from abusive or unsafe conversations.

We’ll always aim to manage your queries & complaints promptly. For information on complaint response timeframes, please visit australiansuper.com/help-and-support/make-a-complaint.

If you see content that goes against these rules, please let us know via our Help and Support page.

Thanks for being part of our community and helping us keep our social media spaces respectful, inclusive and supportive for everyone.

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