HESTA Super Fund Questions & Answers

Hi there We appreciate you taking the time to bring this to our attention and would like to give you a call to speak further about this. We have sent you a private message requesting further details. Once we receive this information, a member of our team will be in touch with you directly.

Kind regards 

The Team at HESTA

Hi Frank Thank you for taking the time to get in touch with us. Payments can take up to 3-5 business days to reach your nominated bank account once issued. Alternatively, if this has taken longer we'd like to look into this for you. We will be getting in touch via private message to gather your membership details so a member of our team can get in contact with you.

Kind regards 

The Team at HESTA

Hi Kellie We appreciate you taking the time to bring this to our attention and would like to give you a call to speak further about this. We have sent you a private message requesting further details. Once we receive this information, a member of our team will be in touch with you directly.

Kind regards 

The Team at HESTA

Hi Bellinda

Thank you for your question.

Please allow 3-5 business days for your funds to be transferred into your nominated bank account.

Please let us know if you have any additional questions.

Kind regards

The Team at HESTA

Hi Tony

Thank you for getting in touch with us.

Please get in touch with us at hesta@hesta.com.au and one of our team members will be happy to assist with your enquiry.

Kind regards

The Team at HESTA

Hi there We're very sorry to hear that you've had this experience and want to assist you as best as we can. We will be reaching out to you by private message to gather further membership details and will have a member of our team get in touch as soon as we receive your details.

Kind regards

The Team at HESTA

Hi Truth Best of luck, was unaware they were closing, and have asked for financial hardship payment from my own money. Am at approx day 50, they are incapable of carrying out the simplist transaction. Every day they send me 5-10 emails to ask me my name, account number, etc. Now I cannot speak with a human, have to leave messages as they are "not available", they are the complaints team. Beware they will ask for your details about 35 times, , this has been my experience. Funny how this delays them giving you your money. Had I not gone to product review would never have been helped, I have even sent the details on paper registered mail, still no idea who I am. They have NEVER once called me, I do all of the chasing. At this point I need to claim danger money from having to deal with them. Doubt this was of help, have beem able to borrow from friends. Wishing you all of the best, god speed. Victoria

Hi Annon, I have dealt with them before I understand your frustration and difficulty. This is my second time at getting a partial payout. The first time mirrors your own experience and I eventually got results by asking an Ombudsman for advice. I think the government needs to step in and regulate these super funds. They are a law unto themselves at the moment. THIS IS OUR MONEY, NOT THEIR MONEY. They need to be reminded of that daily. Best of luck with your attempts. I know how hard it is to struggle every day and then have a disaster happen medical or otherwise. These people that run these funds are not struggling, they do not understand pinching pennies to survive. They are elitists and need to have their positions terminated. Cheers to you.

Hi Karen Thanks for taking the time to provide your feedback. We're very sorry to hear of your experience and would like to assist further where we can. We will be sending you a private message to gather further details so we can look in to this further for you.

Kind regards

The Team at HESTA

I have sent message back to you. But am not sure if I submitted it correctly.

Hi Karen

We have received your message and will reply shortly.

Kind regards

The Team at HESTA

Well I made a claim in February and I am still waiting.

Hi Len Thank you for taking the time to get in touch. The duration of your withdrawal process can vary based on several factors, including the time required to receive necessary documentation and the volume of incoming requests.

We are available Monday through Friday, 8am - 8pm AET, at 1800 813 327 or on our overseas number: +61 3 9200 4714 to provide an update on your withdrawal request.

Alternatively, you can send us a private message through Facebook Messenger by visiting external link  between 9am - 5pm AET.

Kind regards

The Team at HESTA

On the HESTA Web page you select Log In, or if you don't already have an online account you will need to create one. You will need to know your membership number. I am a Super contributor. I don't work at HESTA. If you need help you should contact HESTA

Hi Valentine Thank you for taking the time to get in touch. To log into your online account access you must be set up for online account access. You can set up online account access or log in using your log in details (if your account is already set up for online access) at the following link: external link 

If you have any further issues, you can select 'online chat' or call us on 1800 813 327 from 8am to 8pm AET Monday to Friday for further assistance.

Kind regards

The Team at HESTA

Hi Dave Thank you for your question. You can apply for a full or partial cash withdrawal on retirement grounds from your HESTA account online. You can log into your online account here: external link  Or, if you prefer, you can download and complete the following form: external link  .

Please scan and email the completed application form and supporting documents to hesta@hesta.com.au or send via post to: HESTA Locked Bag 5136 Parramatta NSW 2124.

If you’re not opted in for electronic identification verifications you will need to provide paper copies of certified ID.

Once HESTA receives all the required documentation, and providing it is all correct – benefits are processed within 3-5 business days.

Please allow additional postage and/or bank processing time on top of this.

You can choose to receive the payment directly to your bank account or we can post you a cheque in your name.

If you have any further questions or concerns about the withdrawal process, our team are available on 1800 628 849 between Monday and Friday, 8am - 8pm AET.

Kind regards

The Team at HESTA

I pointed out that Hesta is getting reviews about significant delays in payments. I was seeking reassurance that if I switched back To Hesta the time frame for a cash payout would be processed in the time you publicly state, due to my current fund having months of wait time. Instead I just get instructions on how to withdraw. Albeit it is a difficult question so I understand the avoidance, but I guess I got my answer.

I haven’t had to use this service fortunately Tom . I am only a member and have had satisfactory experience thus far .

Hi Tom We’re very sorry to hear that you’ve had this experience and we’d really like to speak to you further about this. We will be sending you a private message to gather your membership info so we can organise a member of our team to get in contact with you.

Kind regards

The Team at HESTA

What's the Grandfather clause?

Hi Dave Thank you for reaching out to us. We have received your enquiry and have responded to it through the question you submitted. If you need any further assistance with the withdrawal process or have any additional questions or concerns, please feel free to reach out to us. Our team is available to assist you at 1800 628 849 from Monday to Friday, 8am - 8pm AET.

Kind regards

The Team at HESTA

Ah...my question was to Denice about what she meant by Grandfather clause. I don't see your answer here anyway. I'm not a Hesta member just browsing the reviews for future reference.

Hesta is a good Super Fund, fair trading, Excellent Staff, good customer service and very professional in their approach. Treats all their client with the utmost respect. I like Hesta and have been with the same super fund for years. Hesta is the name of my super fund

Hi Antoinette V. Thank you for your enquiry. We have sent you a private message requesting your membership details. Once we confirm your HESTA membership, we can provide further information regarding your question.

Kind regards

The Team at HESTA

Thank you, I have sent a private message

Hi Sally Thank you for your message. To claim a full or partial benefit on retirement grounds, you must have reached Preservation Age* and be: · Between 55 - 59 years of age and permanently retired from the workforce.

· Have ceased employment (or changed employers) after reaching 60 years of age.

After reaching 65 years of age, you can access your superannuation at any time [JC1] even if you are gainfully employed.

* Preservation age is dependent on the year you were born:

D.O.B Before 1 July 1960 -> Preservation Age is 55

D.O.B 1 July 1960 to 30 June 1961-> Preservation Age is 56

D.O.B 1 July 1961 to 30 June 1962 -> Preservation Age is 57

D.O.B 1 July 1962 to 30 June 1963 -> Preservation Age is 58

D.O.B 1 July 1963 to 30 June 1964 -> Preservation Age is 59

D.O.B After 30 June 1964 -> Preservation Age is 60

Please note that you must leave a minimum balance of $6,000 in your account if your employer is still contributing to your account, or you wish to make a partial withdrawal, or you would like to keep your insurance with HESTA. HESTA does not charge a fee for you to withdraw your funds.

To apply for a full or partial cash withdrawal on retirement grounds from your HESTA account online, just log into your online account here: external link 

Or, if you prefer, download and complete the following form: external link  .

Please scan and email the completed application form and supporting documents to hesta@hesta.com.au or send via post to: HESTA Locked Bag 5136 Parramatta NSW 2124.

If you’re not opted in for electronic identification verifications you will need to provide paper copies of certified ID.

Once HESTA receives all the required documentation, and providing it is all correct – benefits are processed within 3-5 business days.

Please allow additional postage and/or bank processing time on top of this.

You can choose to receive the payment directly to your bank account or we can post you a cheque in your name.

Please don't hesitate to reach out if there is anything else we can assist you with.

Kind regards

The Team at HESTA

Hi Jennifer Thank you for your message. To claim a full or partial benefit on retirement grounds, you must have reached Preservation Age* and be: · Between 55 - 59 years of age and permanently retired from the workforce.

· Have ceased employment (or changed employers) after reaching 60 years of age.

After reaching 65 years of age, you can access your superannuation at any time [JC1] even if you are gainfully employed.

* Preservation age is dependent on the year you were born:

D.O.B Before 1 July 1960 -> Preservation Age is 55

D.O.B 1 July 1960 to 30 June 1961-> Preservation Age is 56

D.O.B 1 July 1961 to 30 June 1962 -> Preservation Age is 57

D.O.B 1 July 1962 to 30 June 1963 -> Preservation Age is 58

D.O.B 1 July 1963 to 30 June 1964 -> Preservation Age is 59

D.O.B After 30 June 1964 -> Preservation Age is 60

Please note that you must leave a minimum balance of $6,000 in your account if your employer is still contributing to your account, or you wish to make a partial withdrawal, or you would like to keep your insurance with HESTA. HESTA does not charge a fee for you to withdraw your funds.

To apply for a full or partial cash withdrawal on retirement grounds from your HESTA account online, just log into your online account here: external link 

Or, if you prefer, download and complete the following form: external link  .

Please scan and email the completed application form and supporting documents to hesta@hesta.com.au or send via post to: HESTA Locked Bag 5136 Parramatta NSW 2124.

If you’re not opted in for electronic identification verifications you will need to provide paper copies of certified ID.

Once HESTA receives all the required documentation, and providing it is all correct – benefits are processed within 3-5 business days.

Please allow additional postage and/or bank processing time on top of this.

You can choose to receive the payment directly to your bank account or we can post you a cheque in your name.

Please don't hesitate to reach out if there is anything else we can assist you with.

Kind regards

The Team at HESTA

Hi DAVIDC We’re really sorry to hear that you’re disappointed with the investment performance of your super. When considering the performance of your super, it’s important to look at not just the last couple of years of returns but also the longer-term performance of your investments because that can make a big difference to your account balance over time.

Super is a long-term investment, so that’s how we invest. So, we take a patient approach that’s focused on achieving strong, competitive, long-term returns for our members. You can find more information about HESTA’s super performance at external link 

We have a range of investment options to suit the different investment needs and risks tolerance of our members. external link 

As a HESTA member you can access advice about your super at no extra cost. You can head here to find out more information and set up a call with a qualified adviser: external link 

Kind regards

The Team at HESTA

Thanks. Last time I dealt with Hesta it 2 months to answer my queries with an unsatisfactory outcome.

Hi DAVIDC We appreciate you taking the time to share your feedback with us. We're very sorry to hear that you had this experience and want to assist you as best as we can. We will be reaching out to you by private message to see if you would like to speak to a member of our team.

Kind regards

The Team at HESTA

Thankyou.

Hi Paula Thank you for getting in touch with your question. Contributions tax of 15% applies to all contributions received from your employer. Additional tax may apply in some circumstances. For more information please refer to our How Super is Taxed information: external link .

If you have any further queries, you can speak to a member of our team by calling 1800 813 327 from Monday to Friday (8am-8 pm AEST), or +61 3 9200 4714 when calling from outside Australia.

Kind regards

The Team at HESTA

Hi Lyke Thank you for your question. We certainly welcome all members into our super fund. If you’d like to find out more about us, visit our website here: external link . Timeframes for joining can vary. To speak to a member of our team, you can call 1800 813 327 from Monday to Friday (8am-8 pm AEST), or +61 3 9200 4714 when calling from outside Australia.

Kind regards

The Team at HESTA

Hi Noel Thanks for reaching out. The 'How Super Works' brochure provides more detailed information on making contributions. For your convenience, please see this link: external link  There are a number of options available to you enabling you to contribute to HESTA.

You will note that eligibility to make after tax contributions and to utilise the ‘bring forward’ (make contributions up to $330,000 over a 3-year period) will depend on your age and total super balance. You can go to external link  to see if you’re eligible.

HESTA has both accumulation and income stream (pension) products. The accumulation product are for members looking to save for their retirement and as such can accept eligible contributions. The retirement product is designed for members who have met a condition of release (such as having met their preservation age and retired) and are looking to convert their accumulation account into an income stream

When considering if commencing a Retirement Income Stream account is appropriate for you, it is important that you seek financial advice.

If you’d like to find out more about us, visit our website here: external link 

And if you’d like to join us, you can do so via our website here: external link 

If you would like to speak to a member of our team further about this over the phone, please call 1800 813 327 (8am-8 pm AEST), or +61 3 9200 4714 when calling from outside Australia.

Kind regards

The Team at HESTA

Hi Elle Thank you for your question. Ordinarily, you'll need to meet a retirement condition in order to withdraw your super. There are 3 main criteria under which you are eligible to make a lump sum withdrawal on 'Retirement' grounds. They are as follows:

You have reached your 'preservation age'* and declare yourself to be fully retired with no intention of working more than 10 hours per week in the future

You have ceased any single employment arrangement (e.g. change jobs) between the ages of 60 and 64

You are over 65

*Your 'preservation age' is dependent on your date of birth (D.O.B) as detailed below:

D.O.B Before 1 July 1960 -> Preservation Age is 55 D.O.B 1 July 1960 to 30 June 1961 -> Preservation Age is 56 D.O.B 1 July 1961 to 30 June 1962 -> Preservation Age is 57 D.O.B 1 July 1962 to 30 June 1963 -> Preservation Age is 58 D.O.B 1 July 1963 to 30 June 1964 -> Preservation Age is 59 D.O.B After 30 June 1964 -> Preservation Age is 60

If you meet a condition of release under retirement grounds, you can withdraw your funds in an unrestricted capacity.

If you would like to speak to a member of our team further about this through live chat, please follow this link and click ‘Got a question?’ in the bottom right-hand corner of the screen: external link .

To speak to a member of our team over the phone, please contact us on 1800 813 327 (8am-8 pm AEST).

Kind regards

The Team at HESTA