AustralianSuper Questions & Answers

Hi SNN, Super is generally taxed in three ways: - when you make a before-tax contribution - on investment earnings, and - when you withdraw super. You can read more about how your super is taxed in our tax and super fact sheet - external link 

As this is a public platform, we're unable to discuss the specifics relating to your account. For more information specific to you, it’s best to speak to one of our agents directly by clicking external link  as they'll be able to look into your account to provide an update.

Thanks, Alex

Hi there, on 21 February the Federal Court handed down its decision in relation to a past issue that we informed members about in 2023. Previously, we identified that our processes to detect and combine multiple accounts held by some members did not meet our obligations to members under relevant superannuation laws. This should not have happened, and we have apologised unreservedly to members.

Members’ administration fees have not been increased to pay for the penalty. The penalty will be paid from the Trustee Risk Reserve and a provision for the expected civil penalty was made in last year’s financial accounts.

Thanks, Jess

Hi Charles, I’ve been trying to make a withdrawal from my Australian Super Choice Income account since the 7 November and now it’s the 23rd. I get a different story each time I call. There is something wrong in Australian Super and I can’t even get a straight word about what the problem is. And there is no where to go. I’ve put in a complaint with AS and they say they’ll get back to me in 45 days, as if that’s reasonable. Makes me sick to the stomach how they , as an industry fund, treat their members. Sorry if that’s not much help, but just to let you know you are not alone. Cheers Jim

From what I have recently read in the media, its clear that similar, widespread, "Denial of Customer Service" problems are occurring in a number of large Superannuation Funds. . Apparently these Super Funds, including AustralianSuper, are using a 3rd Party Contractor called LINK services for a large part of their administration functions... apparently because this company offers the service at about 30% cheaper than its competitors. . In my view, these failures are primarily the responsibility of the Super Funds Trustee's for not managing the situation effectively and ensuring that minimum levels of customer service are delivered, irrespective of which contactors they employ.. . I also largely blame AFCA and ASIC, for allowing the problem to get so much out of hand, while doing very little, to nothing effective, so far, to address the problems under their watch.. They are the investigators and regulators, and I doubt we'd have a problem right now, if these public servants did their jobs in the first place. I think we need a Royal Commission into AFCA and ASIC for these failings... similar to the Banking Royal Commission. . I suggest that you lodge an online complaint with AFCA so that your issues are registered with them ,, which would add to the mounting pressure for serious action to be taken against the Super Fund Trustees, for systemic denial of customer service failures. . . .

I did contact acfa via a chat and they said because I lodged a complaint with Australian Super I had to wait the 45 days before asking acfa for help. There is literally no where to go.

jim afca were empowered to act after 45 days of lodgement of a complaint regarding insurance claims, and not general complaints regarding YOUR money . Afca are avoiding getting involved and helping people. and the super industry are conveniently hiding behind this smokescreen. this country has a housing crisis, cost of living crisis and add to these mass ripoffs from all the crooks engaged in looking after our money. jim call these people on 1800 844949 they are a legal group that help you getting ripped off.

Hi Jim & Charles, Last week I lodged a formal online complaint with AFCA against AustralianSuper without waiting the 45 days. My reason is because AustralianSuper have a pattern of behaviour of not replying to correspondence. I also wanted my matter to be registered on AFCAs books to assist in getting the statistics to show the large extent of this problem. The process of lodging the complaint online is straightforward and easy enough. AFCA will put the complaint on hold until the 45 days or so have expired,, but at least your complaint will be added to the overwhelming numbers of complaints being received by AFCA, making it , harder and harder, for AFCA and the Government, to keep ignoring the issues.

Hi all, confirming we've responded to you individually so we don't have multiple threads of communication going on.

Thanks, Tyler

Hi all, confirming we've responded to you individually so we don't have multiple threads of communication going on. Thanks, Tyler

Hi Charles, thanks for your question. Once all required information is received, your application has been assessed, and approved you’ll receive your payment in 3 to 5 business days. If we need more information including additional documents, we’ll contact you via phone or email.

More information about our withdrawal application process is available on our website: external link 

If you have a question about a withdrawal request, please visit our Contact Us page to get in touch: external link 

Thanks, Jess

Charles_Galea 3m thanks for your answer Jess and not true. i made a withdrawal request on the 5th of november and today is the 22nd and no one can explain why it hasnt been processed. all ive been getting from AS IS BS.

No Jess no one called me for more info or documents. in case you are not sure . a withdrawal of funds is my wish to obtain some of my own money and AS not allowing me to recieve my own money is i am sure a form of theft. i have been in touch with AFCA about this and they advised me to change my super fund.

Hi Charles, I'm sorry to hear this. So we can escalate this with the best team to look into, please email your full name, member number, and a summary of your query to reviews@australiansuper.com quoting '#13259' in the subject line.

Once we can verify your identity, we'll have someone reach out to provide an update.

Thanks, Jess

Hi Charles, we've received your email and have escalated your concerns with our complaints team. They're looking into this and will be in touch once an update is available. Thanks, Jess

Hi Charles, confirming we've re-escalated your concerns with our complaints team who are currently investigating your case. They will be in touch in the coming days or as soon as an update is available. Thanks, Tyler

tyler i am confused. On friday i recieved an email confirming request was processed and will be 3to 5 days before funds go through. I honestly find it very hard to believe anything from AS.

re escalating what? you are refusing me access to my money!, that is theft

Hi Charles, confirming our team were to touch earlier to assist and confirm your request has been processed. If there is anything else we can assist with, don't hesitate to reach out. Thanks, Tyler

Hi Jim, thanks for your question. Our team reads and responds to every review, ensuring any issues are addressed and feedback is shared with the relevant teams. Our focus is on continuous improvement and to resolve issues so we can provide the service quality and simplicity that members deserve.

If you have anything specific with your super we can help you with, please reach out to our team via live chat by clicking external link  or visit external link  for other ways to reach out.

Thanks, Tyler

I'd just avoid Australian Super all together. They keep on coming out with statements like "we're here for you" and "we're making our service even better", but the truth is it's harder to access the information you want, when you want it. They are very slow to get back to you should you require assistance, and even then their response is obtuse at best. I've made two fairly simple requests in the past couple of months, and neither has been answered to my satisfaction. My advice to you would be to go elsewhere. I'm looking at Hostplus because their balanced returns have out performed Australian Super. Do yourself a favour and go anywhere but Australian Super, it's like dealing with Telstra!

Thanks Daniel. I have to do both! (Telstra and Aussie Super). I really don't think they care. The employees aren't trained, so all requests have to go to experts (of which there are evidently few). I dont think they understand we pay their wages.... Without OUR money they would have nothing. And, we can move to another superannuation provider at will.

They’ve removed the capacity to make online complaints as I discovered, today. You click on ‘complaints’ and it states “This page seems to be ‘retired’” - “These pages are hard at work” So calling their complaint line is the option they leave you with. If you’ve got a few hours of time to get through, of course. The heads of company meet ONCE a month to tend to claims! Read that again - ONCE a month. And they are understaffed. Well that’s easy it’s called supply and demand. Meet once a week and employ more staff - simple. But no… the greedy ones wouldn’t do that and why would they want to pay out your money sitting in their account they’re profiting from. It’s a disgrace! They couldn’t give damn. Send an email? Good luck in receiving a response. Hope your matter isn’t urgent.

In your situation, I would strongly advise you seek assistance from the appropriate authority. Is there a superannuation ombudsman? So I googled that. First hit is the AFCA - Australian Financial Complaints Authority. Here's the link: external link  There is a list of what they do and what sort of complaints they handle. Hope that helps.

I don't know why people relie on digital identification procedure and communicating thru the website. You get better response when you go in person with Certified copies of your documents in person in your capital city and hand it over the counter to a person, they then can't give you the run around or delete the document. Easy as and cheaper and instant response, no waiting for weeks for a response.

Hang in there my tpd took 2 years Still waiting on my income protection Chin up brother

Write directly to their complaints email. I’m not sure if my complaint to them will finally let me access my funds, but it’s worth a try

I am in same situation like you. Avoid this BOT message service. What I have learnt in last 2 months is that their back office is overseas and they don’t want to part with money. Keep a list / record of your communication and start posting on social media. That’s how you get some reaction. And that ASH BOT is useless. They have designed questions only to get money and not to solve problems.

They take 5 days minimum to respond. And mostly the responses are useless. My last communication with them was for the reason that they said Police Station stamp is not clear. They wanted me to send them attested copy of bank account. Police staff was surprised to read the reason when I went back to them.

They are absolute CRAP !!! I have been trying to get hold of some of my fund after being flooded in Feb 2022 and needing a shortfall amount for another house we purchased well away from the flood plain . I am still trying for that cash and had to sell Telstra AND CBA shares to pay the shortfall and complete our house purchase !! I have complained as yet to NO avail they have said they will respond within 45 days . We are retired elderly Pensioners !!!

I am asnwering with a feeling of dread after reading the ratings. And it's recent ratings that are the worst. To answer the question, no, I ordered $1000 to be paid out via the onlione form. Paid next day into my bank account. Was I lucky?? Lat time I ordered a payout ($1000) it was overnight. That was years ago. But.... I guess I am lucky that I dont have to deal with them personally. I can only feel sorry for those unfortunate ones who do.

There appears to be a lot of members experiencing issues with AS new portal. I was told yesterday, we have to fill in forms now to make withdrawals or take any action on our accounts or to call them.

I had the same thing. Mine was a small but urgent request. Many attempts online...many phone calls...fi ally told there was a "glitz" in the system. Told to "Keep trying"..more attempts...more phone calls then told to fill out a form...And POST!! Hard to understand some call centre operators (and I am not racist) and some were just rude. Refusal to escalate to supervisor or manager. I believe we could be be now communicating with an overseas call centre and that is why many are being refused supervisor or management assistsnce ....because there is none on site.

I don't know why people relie on digital identification procedure and communicating thru the website. You get better response when you go in person with Certified copies of your documents in person in your capital city and hand it over the counter to a person, they then can't give you the run around or delete the document. Easy as and cheaper and instant response, no waiting for weeks for a response.

Peter I also moved to Australian Super on the basis of their comparison ratings only to find the reviews of their customer service were only too correct, it’s atrocious. Worse in fact. I’ve now had an AFAC complaint against Aus Super running for over 4 months and I’m about to move my savings elsewhere. I cannot recommend strongly enough that you stay away from them.

Stay away!!! See my review just posted

Thelma and 99% of people that left a review are correct. Peter was wiser and he didn’t fall in a money racketeering scam company like us Australian Suoer should be ashamed to be usithe title Australian, I lost $15k plus in 2 months Read other reviews there are poor folks that lost their home, such a disgrace and AS and their employees have not an ounce of empathy Please let as many hard working Aussie know not to invest in this scam company A current affairs should do a story on these thieves

Thank you all for your experiences with Aust. Super. I am now looking at Industry Fund Uni Super which is a major award winner and on Roy Morgan's Super Satisfaction Report have the top satisfaction rating up to Dec. 21. Up to now it is a fund for only people in the higher education and research sectors but are opening up to all from the 5 July. You will see on their website they are looking for new members for expression of interest. Good luck, Peter.

A correction to my comments about UniSuper and the opening date to new members. The opening actually happened on 5 July last year (2021) so all new members are now welcome. They have several officers in Perth metro and one in the city.

Peter H

I lost around 2K plus 3 months' contributions. AustralianSuper should be properly reported to the authorities for scamming people's money. These scammers need to be responsible and jailed to prevent further suffering of another being.

My experience with AustralianSuper aka "Were NOT here to help you". Back in 2012 I got moved into AustralianSuper, they took over the employer's scheme. Just left it there in Diversified Fixed. Gained a reasonable amount. Anyway turned 65 this year. As my UK defined benefit pensions matured dealt with them. Some issues but always resolved and in one case $100K going nowhere (we sent it, we didn't get it) when the issue (Aus bank have misleading/not customer orientated instructions) came to light the UK admin fixed it within hours.

Anyway, after clarifying the my mis-conception about the Super being taxed (the 100K although tax-free in the UK was taxable so nigh on 30K tax bill will head my way when I submit my tax return), I opted to move from accumulation phase to retirement phase via the Choice (should be renamed NoChoice) Income pension account.

Was immediately not happy. Got an email thanks for joining and just a link saying I have to upload a signed copy of the nominees, not access to the account. After a few days the accumulation account was closed. So the money had disappeared.

Phoned the "We're here to help" .... "oh it should happen sometime" (WTH!). Anyway suss out that you have to re-enrol/register. The funds had not been put into the balanced option as I had selected.

The I get an email "We were unable to action your request we need more info". The only request was to move and the account had been created and the money moved. The more info was a selfie with me holding the driving licence and/or, and a copy of the bank statement. The email isn't at all clear but it also says they need a certified copy of both sides of the driving licence. So I provide both via their online email, which isn't email but an in-house package that may or may not send a response WITHOUT THE ORIGINAL REQUEST, just basically a request number.

After some thought I decided that this is not for me, as it's clear that the workings are shoddy at the best. So I submit a full-withdrawal request. I could better manage the money in my opinion.

Soon after I get 2 letters dated BEFORE the "We can't action your request" email. One offering congratulations the Choice account is open. The other saying they're transferred the funds including the final statement from the accumulation account and a Rollover Benefits Statement, that includes an authorised representative declaration that the statement has been prepared with the information provided by the super fund, that the super fund has provided a statement that information is true and correct. So my identification MUST, at that point in time, have been verified????

Eventually some 12 days after the original request I get the instructions to be able to manage the account online.

So at this stage clearly I am who I am and can be contacted at both the provided email and physical address.

So 5 business days after the full-withdrawal request with nothing other than the original immediate emailed confirmation of the submission of the request I decide to phone "We're here to help". I'm told it's upstairs and will done by the end of the week.

The first business day of the next week, not done, no indication that it is underway, so basically now instead of the "Typically 2 days" days have turned into weeks. So I first go onto their Facebook page and ask how long is an acceptable timeframe for a full-withdrawal to be actioned. I am told within 5 business days. So I then ask what happens if there are issues, they say you will be informed within the same 5 business days. I then start to explain the situation. I'm told they are shutting down for the day and to speak to someone the following day. I speak to someone and am told it will be done within 5 business days. I phone the "we're here to help", explain the situation yet again, this time I am told that my account has been stopped and that it is impossible for me to be put through to someone who can explain and low and behold another it will be done in 5 business days.

I try other means to access my money. I submit withdrawal requests for smaller sums just under $10k. I increase the income stream up to just under $10k and fortnightly rather than monthly as I now have a need for the money. That works. So I play around and find that $13.5k appears to the maximum income stream that the system allows. However, the $13.5k payment is not made, contrary to what the online system shows.

I have made a complaint. A few days later they say give us 45 days.

I have now raised it with AFCA, they reduce the response time a little.

I believe that the only recourse I have is to initiate legal action as I have little faith that AFCA will do anything to protect those they are meant to protect.

Well it's now turning into 2 months.

My though is to submit ongoing requests for withdrawals under $20k and for each that is not honoured in the "Typically two business days" (page 18 of the PDS). Is to take them small claims court for that amount and very likely on numerous occasions.

I had no help from AFCA. Had 0 star service Australian super when stupidly accepted divorcé settlement to be transferred from husbands Australian super account to mine. After my lawyer posting in to them completed court paperwork to process registered mail as wouldn’t accept electronically took many phone calls and weeks to see if had received. After 6 weeks phoned legal office and then was eventually done after another 4weeks. Was over the 28 day legal time limit. Wrote to AFCA who did a review and told me it was within time limit. They didn’t count the time paperwork received until made its way eventually to legal department. Took weeks and had to be posted in with no tracking in between. Lost money and had to wear it. Changed to Hostplus.

I don't know why people relie on digital identification procedure and communicating thru the website. You get better response when you go in person with Certified copies of your documents in person in your capital city and hand it over the counter to a person, they then can't give you the run around or delete the document. Easy as and cheaper and instant response, no waiting for weeks for a response.

You can't go and see them in person! They dont have a physical office in any state that you can visit I was told!

I think most are the same, if you can setup a SMSF it will be better long term

Yep, AS is a rip off, I lost $15k plus in 2 months They put me on a default option, long term high risk , ha ha long term, I’m 63 not 30, why would I gamble my money. My SMSF was in property and savings always going up, and in 2 months this rip off company loses $15k plus on me? Read all reviews like Peter above was lucky he didn’t investing 1.4 5% tells you watch out or lose your hard earned dollars This company should be location the Ivory Coast

Thanks Laura. I'm now about $12K in super, they blame the war in Ukraine etc, and say I'll get it back, but it's pretty losses for a single 60yo with no assets.

Complain to ACFA.

I just tried to withdraw the remaining balance of my superannuation from AS on line now, and guess what, their system has a glitch, would you believe it? I lost over $15k due to these [content removed] in 2 months, their call centre read everything off a script. They lie 5 business days for a withdrawal even after emailing me that they received all the information required. They placed me on a default investment option, obviously to suit themselves as they invested my hard earned money all over the place for a long term gain, hey I’m 63, my bro passed away at 62 two years ago, my dad at 66 and they put me on Long Term? They send a letter to me that they received my $400k roll over by mail, not registered that I never received, this is $400k not $40, please use you heads and send it registered!! They offer me a financial Advisor after I lose $15k plus and at least $1k per day and say, we can fit you in next month…..what and keep losing $1k plus per day!! Finally someone that can talk and use his brain says why not move to another option, so cash I go , lost $15k plus however stopped the rip off taking another few thousand of dollars off me. I feel for the couple that lost their house due to Australian super, shame on them, these people probably like most of us don't know Australian Super are gambling with our hard earned cash, this is disgraceful I would be ashamed to be working for a company like this, taking every cent of hard working Aussies that are clueless Shame shame shame

This, and ALL the other reviews worries me sick! My Aussie Super is my only income and I fully support my wife as well. She has her own super and refuses to share. I am watching my balance drop daily now (thanks Putin and Scummo) but I am afraid if I try to take MY money out of Aussie I wil lose hundreds of thousands! All very well for them to crow about past performance, but that IS past.

Also, the lack of comments from Australian Super themselves is a worry.

According to the chatbot that Australian Super uses, you can withdraw all your funds and close your account at no charge.

Any business can pay a fee to Canstar to gain x amount of stars and ‘best of’ ratings including gold silver bronze. Not a reliable truth at all. Finder.com for finance sujects, this very product review and choice review for bit of everything subjects, and trip advisor and smart traveller for accommodation, restaurants, sites and tourism.

I agree with this but there should be some way to get a true impartial reviews!

Read the reviews, as Peter said 1.4. 5% should be a clear warning! Scam company I lost $15k in 2 months unreal and no one is accountable Expose this Company for their ruthless manner Poor hard working battlers that lost their house, read their review

Well Tom, for a start, why are you even still alive at 70?? I thought thats what COVID and the vaccine was for - getting rid of all us ‘oldies’ (that is anyone at 50 or so it seems lol!) And I am a registered nurse!! Like I have said previously most super funds are six of one and half a dozen of the other. At the end of the day they are there to make money for shareholders and double tax for the government. And if they do that well, thats some hellava bonus for the top dogs. Seriously, good luck and I am so sorry for your situation.

Read their appalling reviews, Peter did and I didn’t so I lost $15k plus in 2 months I had a smsf for years gaining money They say they invested for long term, hey I’m 63 and lost my relatives young and they invested my hard earnings on default without my knowledge at 63, hey I don’t gamble I put my money in the bank, why I didn’t in the first place I’m an idiot like 99% of reviewers Scam company that can’t deal with their poor ratings

When you starve to death David, and die as a homeless person. Then whoever is to inherit your super can go through their very own nightmare with your AustralianSuper benefit until they die of waiting too. BUT how quick are they if the shoe is on the other foot? If you owe them something they are all over it. If you are half a day late paying insurance fees - that's it - insurances cancelled. And all my insurances change figures every month??. Only account keeping/service fees are consistent - albeit a waste, cause you right now (or a couple of months ago) are/were needing some account service. Honestly, WTH. Worse thing is all super mobs are the same - its all about the shareholders and big wig bonuses!! Good luck cause they will eventually get to you!

Maybe call AustralianSuper. the 'phone no. is on their website. Also have a look on the ato.gov.au pages for answers. Could pay a tax advisor for advise.

Why your real name and DOB is on this site for everyone to see is anyones guess?

I hope Ian didn’t invest as he will still be working or h g by a close by tree as this comwould have ripped him off like they did me

All the people I have spoken to appeared to be in AU, and most are native English speakers. I have asked and some say they are working from home during the pandemic. I had spoken to one with a Indian accent that was tough to understand, but he was dealing with my complaint and wasn't a call taker, he was calling from Vic.

I gave up calling their call centre, you may as well be talking to a brick wall. I received an email with a Christian name only, to who I replied to at least a dozen times asking them why they took so long to respond to my first withdrawal which took 3 weeks in which I lost thousands of dollars. They have not responded at all and it’s been 11 months You cannot track down the personal that emailed you from a Multi National company with just a Christian name…burying themselves as they want to be unacceptable Amazing, 11 months later I check their Google reviews and seems AS is getting worse by the day! This is disgusting business practice especially when these CLOWNS as described by someone else are ruining Hard Aussie Battlers savings, and I bet the CEO is living by a canal or sea sipping champagne and eating caviar daily

I can't even get the money from my retirement account.... I've waited three months.