Australian Retirement Trust

The worst service I have ever received in Financial Services. I was on hold for an hour yesterday afternoon trying to trace a large super contribution that hasn't made its way to my account (1 week later) - incidentally, a colleague whose contribution was made to Australian Super had theirs arrive the next day (from the same bulk transfer). … Read more

The consultant couldn't help and said he was putting me through to another team - a further 15 minutes later and the call dropped out.

Last night I tried again, I was on hold for an hour again and the lady said she would keep me on her phone to prevent what happened last time - not only did the same thing happen again, but I was dumped back into the main line hold - which went past their office close time, never to be answered! So, with a cumulative 2.5 hours wasted, I was none the wiser! Their online portal is 3rd world and updates twice a week if you're lucky! Thankfully the funds are there this morning - showing transactions as at 21 June - the previous update was effective 18 June (the contribution was made on 16 June).

In short aside from the ridiculous systems they have in place, their customer service is frankly terrible. I lodged a complaint a week ago in relation to their system, which to their credit I did receive a timely response, however, I am unable to reply to that complaint via email (a very basic thing to do in this day and age), I have to go back via their portal and fill out a whole new form OR.. call their 13 number - that way I can wait on hold for 2.5 hours and not have my complaint resolved! To the management of ART - look up Human Centred Design, or let's start with the basics Customer Service for Dummies. I am seriously considering rolling my fund over to another fund manager!

I would not trust this super company. They stole $750,000 from me, after a serious accident. They told me I would never be employable again. When contacting this twisted company, my money has not changed, and no money growth. Australian Retirement Trust, took it upon them selfs to cancel my disability claws to save my money. What a lie, the… Read more

Australian government should audit the crooked company, and remove their licence to trade, and if you have money with them get it out before they steal it. Australian tax and other authorities, should investigate them and if found guilty, the people at the top should be put in jail where they belong.

Great service , telephone service was prompt and clear …Very professional service. Show reply

Rang ART today and they helped me with my request. Call was answered promptly and the service was impeccable Show reply

Spoke to Patrick this am re advice on my superannuation. He was very obliging and explained various avenues I can take to access my super when I retire. It was a pleasure to speak to him as he treated me like a valued client and that all enquiries… Read more ·  1

were valid. I have been with ART for many years as I was with them when they were Sunsuper. I don,t have a lot to do with financial dealings but I am very happy with ART as times I need help or information they always able to assist.

Excellent Super Fund .. Quick actions and good positive staff interactions .. I've been with QSuper for 25 years and it's very good .. I know other people with horror stories about different Superannuation companies and I've never heard anything negative about QSuper ... Show reply

The returns over the years have been very good. The fees are quite reasonable. I like being able to adjust my investments within my account it makes me feel that I have a little more control. I have been in QSuper since about 2007. Show reply

I have been with Sunsuper, now ART for over 25 years. I have not, in all those years been disappointed in the growth of my super. I am now retired and drawing from my super on a regular, monthly basis. ART have always deposited this withdrawal promptly. I would definitely recommend ART to everyone looking for a trustworthy reliable firm. Anne Show details ·  1

Appalingly customer service. Made a concessional contribution and after 2 weeks it hadn't been processed and I consequently I was precluded from accessing my money. Lodged an inquiry and after 2 days there was no response. Lodged a formal complaint and the next day was told that it would be processed that day, but two days later it still hasn't… Read more

been processed and I can't access my money, so I've had to redraw funds from my mortgage account . It appears that the people providing the service are located offshore - e.g. responses at 4.00am.

I have lodged a concessional contribution via BPay into my wife's account yesterday and it isn't appearing in her account today. If this had been either UniSuper or Australian Super it would have been processed by now. It appears there is little automation of their systems and they rely on physically performing transactions.

There is often a lag of up to 5 days for the valuation of your account and unit pricing - other funds provide same day valuations.

We were with Australian Super and moved to ART on the promise of superior returns and service, but now we'll be moving our $1M+ back to Australian Super who always provided prompt service.

they kept me waiting for 3.5 hours on the phone until their call centre closed without even answering the call. I had to listen to their advertising non stop for this period and no estimation of the wait time

The App and website update randomly sometimes on a Sunday when markets have been closed for days and then not update for several days; I have reported this many times but it never seems to improve and has been going on for most of this financial year. They spend so much on advertising when they can't look after the clients they have! Show details

Great on phone but app is absoultly 3rd world slow up to 3 mins to load any info always have sent complaints but its just awful app its not my internet speed thats been checked this app is a fail have no issue with customer service

Rakesh was friendly, professional and very knowledgeable. All my questions were answered in simple terms and I was advised to read the relevant articles for further clarification . The 'one of advice' meeting was well worth the time as I came away with a better understanding of the workings of my investment. Thank you Rakesh. Show reply

I send $10 just to test their system. Immediately I've lost $1.20. Nothing appears in the transaction history. So I call ART. It's a fixed fee for every contribution you make. They seem to be a bit slow in having it appear in the transaction history. A few days later, I've lost another 8 cents. Nothing appears in the transaction history. It… Read more

appears, all supported by their PDS, that they take funds from every contribution you make, but nothing appears in the transaction history Immediately.

I'm closing my account and just put my money into a bank savings account with no fees.

Buyer be ware!

I have learnt a lot more about superannuation since joining ART than I ever did with my other super companies. The information and help I have received has been given promptly, efficiently and in a language I understand Show reply

On the 2 occasions I have not been able to find exactly the information I needed online, I have phoned and have been extremely satisfied with the consultant who handled my enquiry and provided the information - very professionally attended to. Show reply

Never had a problem with ART whenever I’ve contacted them always professional and knowledgeable. My super is doing well and I am very satisfied after only 5 years growth is very good Show reply

Terrible customer service. They admitted they made a mistake with my fund and returned everything back to normal minus $1000. Ask for transaction history to see where it went. Only basic summaries with no way to check the detailed transactions. Good when they don’t make any mistakes. Terrible when you try to get them to fix it. Show details

ART in general I have found them to be very informative and helpful when ever I had dealings with them extremely helpful and very professional in there dealings with my super Show reply

I think they are a great super company they helped me so much and I have earned more with them in 1 year then I did with my previous company in 10 years. This is my super company now. Show reply

My Super is with QSuper, which is now part of Australian Retirement Trust. The customer service with QSuper is still as good as it ever was. After retiring and setting up a Retirement Income account, it is very easy to manage through the QSuper app. Communication is A1. Show reply

I'm in dire Straits this company has a take your money won't give your money I'm sick and every hoop they wanted me to jump I did every id check that a photos of myself photos of licence next to my face after having all relevant information they… Read more

are making me more sick than I am out of options to pay my bills and survive not good enough it's MY MONEY NOT YOURS disgrace of a company stay well away from this company

I have been with ART since its inception when Sun Super merged with another superfund and I was with Sun Super for about 12yrs. I have never had any problems dealing with them over the phone and the staff are knowledgeable and explain everything thoroughly. My superannuation is doing quite nicely seeing how I am retired and have no income. Show details ·  1

I have been a member since 1999 and they have navigated the economic ups/downs very well and, most importantly, they kept members informed. i am now retired and extremely satisfied and Q Super ( ART) staff did an assessment prior to my retirement and all went smoothly and has continued for about 6 years. Show reply

My experience with this organisation during a compassionate release of superannuation claim was extremely disappointing. Despite completing all the required forms correctly, the process was unnecessarily difficult and overly pedantic. At one stage, I was told to re-sign my form simply because I had used a green pen instead of black. I even… Read more

explained to the customer service operator that I could easily grey scale the image so the green ink would appear black, but they insisted I sign the form again in black pen, include today’s date, and re-upload it. This was a complete waste of time and demonstrated a lack of practical understanding or flexibility.

When I escalated the issue, the operator, after speaking with a supervisor, advised that if they accepted the green ink version, it would need to go through a compliance check. This seemed unreasonable and created more frustration than necessary.

I ultimately re-uploaded the form signed in black ink to move things along, but the entire experience left me disappointed and frustrated. I honestly feel like they were doing everything they could to avoid releasing my own hard-earned money. The poor customer service, rigid procedures, and lack of common sense have made me seriously consider transferring my super to another fund.

Needed to update my account and was pleased to be able to talk to a team member that knew what she was talking about and was easy to understand. Polite, helpful and professional the whole time. My statement showed that I am in good hands. Highly recommend. Show reply

I have never had a problem with withdrawing funds it has always been a fast transition and contact of what was happening through that process. As I hold two different super accounts I find this one much easier to deal with. My experience has always been excellent. Show 2 replies