AustralianSuper

I just received a call back from Australian Super at 6pm . Considering most businesses stop calling right on 5Pm , then the very next day you have to start the laborious process again . The lady I spoke to was patient and kind in her words and took me through the website until everything was fixed. Show reply

My experience with AustralianSuper has been extremely disappointing. I received inconsistent and contradictory information from multiple AustralianSuper representatives about concessional and non-concessional contributions, leaving me with little confidence in their knowledge or handling of these transactions. I believe this resulted in my… Read more

$15,000 concessional contribution being incorrectly recorded as a non-concessional contribution, triggering my bring-forward arrangement and potentially costing me the opportunity to contribute a further $165,000 as a non-concessional contribution.

What has been even more frustrating is AustralianSuper's handling of my complaint. Despite lodging a formal complaint, more than one month has passed without any contact, leaving an issue with significant financial consequences unresolved.

The complaints department has been woefully inadequate. Despite lodging a formal complaint and sending two follow-up emails clearly marked URGENT, I have received no contact whatsoever. The complete lack of acknowledgement, communication and urgency is unacceptable, particularly given the significant financial implications of my complaint.

Steer well clear of Australian Super!

Australian Super fails to provide a reference number when the customer lodges a complaint or changes personal details. Consequently, it is impossible to confirm that the information provided online has been received by Australian Super or potentially gone to someone else on the web. It is also not possible to change personal details information… Read more

on your Aust Super customer portal and the customer has to use the general web site to lodge the new information. When you lodge a complaint, they call you at any time that suits them which, if you miss the call, means that they do not end up discussing your complaint to understand it and allow provision of beneficial feedback. It is also not possible to escalate an issue when you call their call centre as the responder only offers the option to lodge a complaint. They also fail to provide a complaint lodgement reference number to the customer. In these days of online scams and fraud, Aust Super needs to lift its game particularly with respect to important security, communications and responsiveness issues.

The overall sentiment regarding AustralianSuper is overwhelmingly negative, driven by severe administrative failures and a breakdown in customer support. While a small minority of users praise specific staff members or historical investment returns,… Read more

the vast majority report extreme difficulty accessing their own funds, whether for retirement, financial hardship, or rollovers for simple transfers from the accumulation stage to choice income streams in drawdown. Recurring themes include systemic delays, lost documentation, and a perceived lack of accountability that has led many members to lodge formal complaints with AFCA. That is what I have had to do. It seems the call centre in Qld has been cut off from the processing team and all supervisors, so no follow-up. No communication. Just seems totally unprofessional staff not following up or returning calls or emails. Reached 60 or 67 and want to transfer to draw down on a Choice account; don't expect the transaction to go through in 3 days; it's still not gone through, and it's been 33 days. Just ignoring members. very poor indeed.

I agree with other reviews here, terrible customer service, delay after delay with getting things processed. They never get back to you or communicate, just expect you to keep calling them. They are too big so don’t care about their customers. Avoid if possible! Show 7 replies

Gist of the experience is just disgusting. Actually worse than that, but I can't think of a word – Last year spent a frustrating day trying to find out fund balance for tax and Centrelink purposes. Eventually gave up and phoned (VERY long time on hold). Asked for statement of fund balance, which was promptly sent as a zip file. No reason for it… Read more

to be sent as a zip file - one number required. My zip software wouldn't open it - never had that problem before. Phoned again - (VERY long time on hold), can I please have balance of account NOT IN ZIP FORM. No worries mate here ya go - statement in zip format. Phoned again - (VERY long time on hold), can I please have balance of account NOT IN ZIP FORM. No worries mate here ya go - statement in zip format. Groundhog day. Ok just set up internet access, not humanly possible!!! So guess number for ATO, Centrelink. Ok so another year, 2024, here we go again. Phone wasn't a problem this year - have to use the old 'press number one for this' etc. Except this year that system didn't work, not iPhone, not Android, not landline. Phone contact not possible. So set up internet access to get balance 'it's easy'. Except it's not - we have sent verification code to your email - except that was a lie. Phone query not working, how surprising. So contact by Apple Messages. Four hour wait. Then you must identify yourself nonsense - account number, member no, name. date of birth, address. Then 40 minutes of nonsense, then 'we can't talk to you because we can't identify you. Just call the call centre.' Well SORREEEE but that is why this message - phone access doesn't work. Spent 20 minutes on identification process, provided all of that information and accepted but still won't help with internet access. If you don't accept that why ask? Sorry just contact the call centre. Call centre not working, that is why this five hour messaging service nonsense. Not a problem just contact the call centre. Without a word of an [Name Removed], most frustrating experience ever. 9 frustrating hours later, still no account balance. God help us if we ever need to make a withdrawal.

Having been a member of Australian Super for nearly two decades, I can attest to their exceptional management of my superannuation. Their customer service is commendable, particularly the assistance provided by case manager " Raju ", who consistently demonstrates helpfulness and courtesy. I wholeheartedly recommend Australian Super. Show reply

Would just like to say that Tammy from the customer service department was a fantastic help for me, and stayed on the phone to me for an hour walking me through the application for financial hardship from start to finish and was very patient with me and my little adhd tangents. I really appreciate it! Australian suoer would be well served to hold onto people like that. Show reply

I transact regularly with Australian Super. Sometimes even when providing the correct documentation in accordance with the requirements there can be problems with transactions but they are resolved very promptly. I am grateful for the service recently provided by Rhys (a chat consultant) who owned the problem and resolved the issue. Show reply

ABSOLUTELY DISGRACEFUL AND UNETHICAL SUPER FUND WHO SHOULD BE PERMANENTLY BARRED FROM OPERATING. I would give Australian Super a minus 5 to the power of 100 star rating if I could (and that would be generous!). By far the most unethical and deceitful organisation I have EVER been a customer of. I have had a rollover application on foot for over… Read more

one month and I am still no closer to getting it transferred over to my SMSF account. Australian Super has dealt with my requests by sending countless blanket emails and text messages to me stating that verification of my SMSF details failed, that I needed to discuss these with the ATO and that I then needed to upload these details to their system. These communications have continued to be sent by Australian Super irrespective of the fact that I have done exactly as requested in this regard (and despite two staff members acknowledging that I had submitted all information as required and did not need to take any further action).

Before the abovementioned staff acknowledged that I had provided all necessary information, I spoke with a call centre operator from Australian Super called Andrea and attempted to be connected with their complaints department. Andrea responded by saying that they “don’t have a complaints department darl” (which is blatantly incorrect) and that I needed to go online to make a complaint. I did this and never received even the semblance of an acknowledgment to my complaint (despite Australian Super purporting to have strict timeframes for responding to complaints). Andrea also refused to act on the knowledge that I had spoken with the ATO and uploaded the requested information and essentially just kept saying “computer says no” like the stereotypically terrible customer assistant on Little Britain. Her conduct was comedically bad! Further, Andrea declined repeatedly to allow me to speak with her supervisor or to escalate the matter (which she stated was in accordance with Australian Super’s internal dispute resolution policy!). She then proceeded to hang up on me when I wasn’t being verbally abusive and just wanted some answers!!

Overall, I have attempted on countless occasions (through telephone calls and messages to Australian Super) to progress my rollover request. In conjunction with this, I have lodged a complaint with AFCA, reported Australian Super’s misconduct and breaches of SIS Regulations to ASIC, confided in numerous staff as to how Australian Super’s morally reprehensible behaviour was affecting my mental health, and most recently confirmed that I had no other choice but to engage lawyers to commence proceedings to sue Australian Super (given that I am a Director of a corporate trustee who has fiduciary obligations to fund members with respect to getting the funds transferred within 3 business days!!).

Despite all this, they have done nothing more than continue to send their standard notifications regarding the failed verification and stated that they could try to get a complaints team member to contact me within 3 business days.

Yes that’s right - another staff member acknowledged that they had a complaints department, contrary to the lies espoused by Andrea! However, that mattered little since the line level staff member was more than confident to tell me to have my lawyers contact them - their line staff are essentially a one-stop shop for all superannuation, regulatory, legal and dispute-related matters, who are very efficient at dealing with these matters by doing absolutely nothing!

I’m being honest in saying that I would have a significantly greater chance of recovering missing bitcoin from a Russian cryptocurrency exchange than I would in having my superannuation rolled over by Australian Super.

If anyone has friends in the media and/or political space who would be interested in hearing more about this then please let me know. I’m very happy to discuss this with them and provide further examples.

Otherwise, PLEASE stay well away from this organisation if you value your superannuation as well as your time and livelihood. For me, Australian Super epitomise everything which is wrong with the Australian superannuation system.

And please don’t be conned by “Mr Friendly” who responds to each of these reviews by saying that Australian Super deeply cares about the comments which are made by its members. That’s absolutely rubbish and the only way they can actually show they are listening is by actually replying that the money is in my SMSF account (which would take an absolute miracle). Actions speak much louder than words!!

Josh W (unfortunately a longstanding member who should have ‘seen the light’ a long time ago).

Again appalling service by Aus super. They rejected a certified copy signed by a solicitor and they said a solicitor was not authorised to certify documents. Despite referring them to their own policy document that said a solicitor was acceptable and they would not budge. The matter needed to be finalised by the end of the financial year. The… Read more

customer service officer agreed that certified copies from solicitors were acceptable but the only solution was to get the document certified again by a JP or at the post office they could not get the decision reviewed and they said that was the only way forward. They said they had no way of asking the processing team to review their decision. This was despite pleading with them explaining due to a disability it was really difficult to get to the post office. The cso understood and it did seem unreasonable to request to submit the same document certified at the post office they heard the pain . The matter that was supposed to be processed in 5 days has taken over 3 weeks with conflicting and insufficient advice given at every turn.

Worst company to deal with. Can't even update my phone number which I've don't 4 times already and yet its still a number from over 10 years ago. I will be changing supers and lodge a complaint with AFCA after today's stuff around. Told 2 different things by 2 workers within 10 minutes of each other! Useless

DO NOT USE AUSTRALIAN SUPER if you are planning to try and leave to another fund or SMSF at any point. They will make it sound easy, until you try and do it... then they will drag it out with one thing after another. IF you decide to make a complaint, they will happily get back to you in 45 days. I am about to default on the purchase of a… Read more

commercial property in my SMSF due to their ongoing incompetence. I would give them ZEOR stars if possible and am not surprised to see their score on here. Review after review is the same.

I cannot believe that this is the second time I am having to write a review about this company. First review was due to the abysmal customer service I have been put through, and now the second is due to the equally atrocious complaints procedure. We are now 6 months into my complaint without a valid resolution. In summary, I tried to withdraw… Read more

DASP from Australian Super but was denied due to an inaccuracy in contact details. Attempts at contacting AustralianSuper representatives were fruitless and many different team members gave me conflicting information. I was told to go to different professionals to certify my documents but after engaging the services of each one (and paying money for these services) my documents were then rejected and I was told to engage another. I engaged a medical professional (rejected multiple times), a member of the post office (rejected), and a qualified notary before I could get my information updated. This should not even have happened, and I should have been able to update my personal information without this step. I constantly asked to speak to a team member in a management role to resolve this but I was repeatedly denied with no clear reason.

After months of back and forth, finally obtained DASP, then AustralianSuper immediately closed my account with no warning so I was unable to view any previous transaction history or track trends. No receipt or record given. I was then taxed a huge amount with no explanation.

Complained about the process, but AustralianSuper representatives took months to get back to me, and I had to chase them at every turn for an update. I submitted my complaint March 26 and followed up with queries on April 13, April 22, and April 29 before finally receiving a response on April 30 which addressed little; acknowledging that they caused stress with conflicting information but refusing to compensate the financial burden. Throughout the entire process I was asking to speak to a higher up on the team, but was constantly denied. Only after writing my initial complaint here that a follow up review was engaged, which again refuses to address the issue at hand, only saying that they "recognise service shortfalls", and the representative that I spoke to clearly did not even read my complaint properly, because in her replies to me she quoted me in error (I clearly stated that costs incurred were in GBP, but she replied using AUD). I again, also had to chase AustralianSuper representatives for a reply before I finally got one. Evidently my case was not even reviewed seriously due to the incompetency of the Member Resolution Team.

If I could recommend this company less, I would.

They are absolutely disgraceful! I've put on a rollover form for a 3rd party insurance and got a letter a month later saying that there was a discrepancy on my details. I called and at first they said they couldn't tell me what the discrepancy was because of security reasons. They've sent me the details they had from me and I compared them to the… Read more

form and there was no mistake at all. Then the next two calls I made they said again they couldn't tell me the discrepancy and that I needed to talk to the insurance section (however it was after 5pm so I couldn't call). I called one more time another day and they told me that my case went back to the processing team and that I should call in a week to check the progress of it. I called two weeks later (after getting the 3rd SMS saying they needed further information from me to process my rollover form) and they did not know what the problem is. I kept asking what further information they required from me and they said they did not know! How the hell you send SMSs (at least 3!) to your client asking for further information and when they call you back you don't know what information they need to provide? Who is going to know then? It's been over a month and I haven't been able to sort this out. I need to pay my premium otherwise my policy will be canceled but AustralianSuper is hopeless!

Can't withdraw from my Choice account. I receive minimum payment monthly then top up as required by withdrawing lump sums during the year. In the past this has worked fine online, but have just tried and the web site is saying it won't let me withdraw my own money! I now have to download a form, fill it out, get certified copies of my… Read more

identification and send in. I'm currently away from home for several weeks and need extra money, but obviously don't have my passport with me - neither did I pack a scanner or printer. I rang Australian Super to be told they have no answer as to why I'm not permitted to withdraw from my account. Will certainly be looking for another super fund which won't make it impossible to access the money I've spent a lifetime saving.

I have had worst experience ever trying to receive my withdrawal funds submitted request 8 May 2026 3 weeks later advised funds on way then email status bank account details incorrect was rectified. Now advised today money will arrive on 10-12 WEEKS, so say August I am speechless. Apparently with take 10-12 weeks to ‘Find’ the funds even though… Read more

they bounced back from the bank and on Friday 29 May , 4 weeks after requested. Multiple complaints lodged including by AFCA , there is simply no customer service whatsoever No one to speak to directly and the complaints process does not elicit a response

Attempted to update my name details with AustralianSuper twice and the experience was nothing short of incompetent. Before submitting my second application, I specifically contacted customer service to confirm exactly what documentation and certification requirements were needed. I followed those instructions precisely, had my documents certified… Read more

by an authorised person, and submitted everything requested.

The application was then rejected over “messy handwriting” on the certification date and because the certifier allegedly did not provide a registration number — despite this never being properly explained when I originally called for guidance. Apparently a pharmacy stamp, signature, qualification and certification are no longer enough.

I was then left on hold for over 30 minutes while staff “looked into it”, only to be told I needed to complete the entire process for a third time.

The final interaction was the most concerning part. After explaining that I would rather move my super elsewhere than continue dealing with this level of administrative incompetence, the response I received was essentially dismissive indifference and an offer to “lodge a complaint” if I wanted.

For an organisation managing people’s retirement savings, the lack of accountability, consistency and basic customer service is astounding. I will be moving my funds elsewhere. Sad after being with them over a decade

Australian Super Absolutely Australia’s most Disgraceful Fund! 2pm Tuesday Lodge a withdrawal request under the financial hardship, online, get an automated response stating the process will be completed within 5 days. Great! I think to myself, i wonder under my circumstances, which are fairly extreme, could AS potentially expedite the process,… Read more

so i call up that afternoon and ask a young lady if they could assist in speeding up the process, she informs me that, it takes 24 hours for the form to be received by the withdrawal department, they can definetly expedite the request, call back tomorrow after 2pm and make the request. Wednesday 2:30pm i call back, and explain the situation, i get another lovely young lady, very sympathetic and understanding, however she informs me that it actually takes 48 hours to receive the form, not 24 hours and to call back tomorrow after 2pm, they can’t expedite anything until they have the official paperwork to commence the fast tracking, Thursday 2:05pm i call back, they have the form, great!! and they can put in a request to expedite… great, can i hold for 3-5 minutes, no problem, another lovely young lady assisting me, she says hang on a minute your request to expedite it has been denied… i’m like hang on, (without going into too much detail, my situation is off tap) she is like hang on, i know another way to get around this, can you hold… i’m like sure you’re helping me, i’m happy to hold… and she is like i can’t believe they rejected expediting your request… after 40 mins on hold back and forth, she says done, your expedition request has been approved under an “internal error” i’m like whatever, thank you, when do the funds clear? she says call back tomorrow after 24 hours, and we can inform you the timing for payment. ok! Friday 3pm, i call back, get a bloke this time, he can’t tell me anything, he says call back on tuesday next week after 2pm, that’s 7 days after the request and we should be able to advise you then, i’m like mate put me through to a supervisor, this is insane!!! sorry i can’t put you through to a supervisor on this call? i’m like why, he says, it doesn’t warrant a supervisors involvement. i hang up, call back get Dee, i explain the situation to Dee, she says hang on i’ll get a supervisor… after 7 mins the phone cuts out… im like she will call back right… no call back… i ring back, get Matthew, explain the situation to Matthew… he then says, “you are going around in circles, this is your first warning” i’m like mate, Matthew, what’s your employee number, he refused to hand it over… i hang up, call back up, make a complaint about Matthew… they can’t tell me anything firm processing time, needless to say, i’m moving my money monday, closing the account.

Disgusted.

Car Insurance: here is your new premium. Home insurance: here is your new premium. AustralianSuper: Calculate your own premiums. Here is eleven pages to 'help' you. It's really quite simple, for death cover, go and find how much you are covered for (although we of course have this detail we didn't include this in the letter), then divide this by… Read more

$10,000. Then multiply by the figure against your age in respective tables (to three decimal places) and don't forget to use your work rating (again, not provided in letter). Having a birthday at all in the next year? It is near-certain that your coverage will change given it is primarily unit based. As such, look up what the cover will be after next birthday. This is found in the Insurance Guide (not provided in the mail out) then repeat the process again. So that covers Death insurance, now do the same for TPD and also for Income Protection. Don't forget the benefit waiting period! We didn't include this detail in the letter. But wait, we have an online calculator…but none of it is pre-filled so you'll essentially need to do it all yourself.

Ipodibl impossible company to deal with every time I get a login I have nothing but trouble their website is absolute garbage u I am changing to another company had enough of this cr#p

Like HS I submitted a request for withdrawal on 26/3/26 and it is now 15/04/26 and no money. I have had a 3 chat sessions and two phone calls to help line. All they can tell me it is a computer glitch and cannot give a timeframe for payment. I asked if the problem was affecting all requests for withdrawal and a weird answer which was neither yes or no. All seems a bit strange to me.

If I could give AustralianSuper a minus score, I would. Customer service is terrible. Trying to transfer money from AustralianSuper to another fund. Keep on receiving text messages that they need more information, so I ring up customer service, not but twice. First time waiting for 43 minutes and then get told I have given them all the details… Read more

needed. Ring up again 1 week later (another 36 minutes) to see why the delay. They cannot give me a reason, but they will file an internal complaint for me. Ring up today 13/4/26 as still no funds in the nominated account, again, same rubbish and 51 minutes later with no resolution. They like taking your money but they certainly don't like giving it back. My wife is with Care Super and so, so easy to transfer, speak to someone that knows what is going on. I am closing my account with AustralianSuper and going to Care Super. I suppose the name Care says it all. STAY AWAY FROM AUSTRALIAN SUPER

am extremely disappointed with the way my income protection claim was handled by AustralianSuper. The process felt very unprofessional and lacked any sense of fairness or understanding of my personal circumstances. After waiting for several months,… Read more

instead of receiving proper support, my claim was simply deleted/closed without clear communication or genuine consideration. During a time when members are already under stress and relying on their insurance for support, I expected compassion, transparency, and professionalism. Unfortunately, that was not my experience.ed showed very little humanity or understanding for what members may be going through. I believe superannuation funds should support their members during difficult times, not make the process more stressful and frustrating.

I hope AustralianSuper reviews how they manage income protection claims and improves the way they communicate with and support their members in the future. The looking for any point to reject your claim instead of helping genuine people..

AustralianSuper has completely lost the plot!! They claim these massive premium increases from the end of May 2026 are necessary because of a “surge in claims”, especially mental health and TPD claims among younger members. Nonsense. That might be… Read more

their excuse, but it’s completely unfair.

Death cover: +20% TPD cover: +40%

At a time when the middle class is getting absolutely hammered by skyrocketing cost of living, stagnant wages, unaffordable housing, and real wealth disappearing fast, they decide to punish the vast majority of members who never claim just because a portion of people are making claims.

These increases are ripping money straight out of members’ super balances — the exact money that’s supposed to secure our futures. Every extra dollar taken out each month means less compounding and less money in retirement. This isn’t protection. It’s straight-up erosion of our retirement savings.

They say it’s “just passing on costs.” No — it’s passing their poor risk management and industry-wide mental health claim explosion onto everyday members who pay premiums for years and never get a cent back. After cutting premiums for a few years, this sudden reversal feels like they’re fixing their own underwriting problems on the backs of loyal, non-claiming members.

This is tone-deaf and heartless. Members are already struggling with inflation and high interest rates, and now AustralianSuper is accelerating the damage to our retirement savings.

I want a proper explanation — not the generic “claims are up” rubbish. Tell us exactly what you’re doing to control costs and manage the risk pool instead of just hiking premiums on a captive audience.

I’ll be cancelling my cover and seriously looking at moving my super elsewhere. Enough is enough. This is not how you treat members who have trusted you with their retirement.

Australiansuper are the worst financial company I have ever dealt with in my 26 years working within the finance industry. Be warned they deliberately stall withdrawals by weeks and months and forget traying to transfer your super to your SMSF. They have consciously and deliberately made steps to withhold your funds from roll over or transfer to… Read more

other industry funds. My mother who is in pension mode had to wait 3 months and two AFCA complaints to get $50K which was need to purchase a retirement villa as she needed the shortfall from her super. They basically left her on the street and we covered the shortfall. Now they refuse to transfer my funds to my SMSF that my account processed. They lied and made me get certified ID twice when the first was legitimate and now state more lies. I suspect they do not have the cash here in Australia as my fund is in cash allocation 100% so Be very concerned. Looks like a giant Ponzi scheme and none of the money is onshore.

I will never go with Australian super again and I will be telling everyone about how I have been treated, it is nothing short of a criminal act! Absolutely terrible service, since being diagnosed with a chronic illness I am disabled and they have made my life a living nightmare just trying to get my insurance that I paid for to be paid to me. They have given me nothing but excuses as to why it's taking so long.

I am extremely dissatisfied with the level of service I have received from AustralianSuper. And give there customer service 1-10 I submitted a simple investment change request, yet after three separate phone calls—each lasting approximately one hour—multiple follow-up emails, and even lodging a complaint with AFCA, the request still has not been… Read more

actioned after more than 10 days.

This level of delay is unacceptable. During my interactions with customer service, I experienced long hold times, poor communication, and unhelpful responses. On several occasions, I was placed on hold for extended periods just to receive basic information, which added to the frustration.

Managing my superannuation should not be this difficult or stressful. The lack of efficiency and follow-through has caused unnecessary anxiety, especially when dealing with my own hard-earned money. Managing your own super shouldn’t be this stressful. This has caused unnecessary anxiety and wasted a lot of my time.

I’ve completely lost confidence and will be moving my super elsewhere. Based on my experience, I would not recommend AustralianSuper.