Aware Super

The flaky systems at Aware Super need some more sticky tape to hold them together apparently, so with their financial Industry trailing sub standard efforts they are shutting the whole mess down for a full 5 days once again. A financial system going missing for 5 days is unheard of, the rest of the financial sector take a few hours after 12am Sundays. The same plodding incompetence continues as it has for years.

I’ve recently been trying to get a better understanding of my retirement planning options, and unfortunately my experience with Aware has been disappointing. Without going into personal details, I contacted them about some changes I wanted to make. I was told I needed to meet with a financial planner in person. Before the meeting, the planner… Read more

called and wanted to discuss the matters over the phone, which wasn’t convenient at the time. I asked her to call back, but she declined and said she only conducts face‑to‑face meetings.

I attended the meeting as requested, but it turned out to be only general advice. I was told that detailed, personal advice would incur fees, yet at no point was I offered or went into what the fee‑based service would offer or its cost. Throughout the meeting it became clear that this financial planner was not the right fit for me. Normally at these meetings the planner would ask some general questions about future plans and circumstances. She asked none. I felt there was no interest in who I am and my situation.

The meeting ended with the suggestion that the reception staff could help me fill out a form relating to the topic of the appointment. However, the planner told the receptionist “he is doing it himself” (suggesting I don't want to use a planner) in a tone that came across as condescending. The discussion with the receptionist then took place at the main reception desk, in full view and earshot of others, which raised serious concerns about privacy. In the end, he couldn’t help and advised I need to see a financial planner.

I had travelled into the city specifically for this meeting and left with no assistance, no progress, and no clear path forward on what could be high‑value changes. The whole experience was frustrating and unproductive. This was a terrible and unhelpful service. I’ve now decided to look for another fund or financial planner who is proactive, respectful, and genuinely interested in helping.

Will try anything to not pay out a tpd claim even when meeting the requirements, very slow and says they don’t have information when you want to move super from them . Go else where a lot of better performing funds

Thought they were good but then tried to get insurance and they wanted to know absolutely everything about my medical history. Didn't trust them so switched to a different Superannuation company.

I am saying farewell to Aware Super today, as I am closing all my accounts. I would just like to thank Sue/Suzie and Vincent. They are both fantastic. Aware Super, you need more Sue's and Vincent's !

Was with State super then had to transfer to Aware. Have had lots of help on many occasions last few years. My super has been going up over this time so am very happy.

I have been with Aware Super for over 15 years. As I have retired, I wanted to consolidate my Aware super accounts. I spoke with three people from the help line, Daniel from Melbourne, Emily from NSW and Grace. They were absolutely fantastic! They were patient and knowledgeable, explaining every step clearly. They could not have been more helpful.

I have been with Aware (Beware is perhaps a better description) for over 25 years. I am now living in UK and 3 years ago at 70 years old I wished to access my pension. Aware informed me I could use the UK legal certification process and then when I did said they could not accept certification as it 'wasn't signed by an Australian certified to… Read more

perform that service in Australia'. ?? I am living in the UK! Ludricous!

I have tried for 3 years to get some sense from Aware and failed. Many of my queries or suggestions as to how to resolve this issue have either been totally ignored or it has taken weeks for a response.

So for over 3 years Aware have blocked my access to my own pension, I am still unable to make a withdrawal.

You make your own decision as you wish to invest with a company that treats it's clients in that way.

I’ve been a long-term member and my experience highlights how super and insurance issues often don’t turn on entitlement alone. In my case, the main problems were process-related — delayed responses, changing explanations, and poor documentation around withdrawals and insurance matters. What should have been straightforward became drawn out, with… Read more

no clear or consistent reasoning provided.

When payments are delayed or reasons keep shifting, it creates uncertainty and stress for members who are relying on timely access to their own funds.

This ultimately required escalation to get clarity.

Not legal or financial advice — just my experience as a member.

Would normally rate Aware as 5 star as I have been very pleased with their service and performance. However on learning of their purported investment in India’s Reliance Industries who "launder" Russian oil makes a mockery of their ESG policy. Their purported refusal to comment on whether they would divest their investment exacerbates my concern. Show details

Terrible experience like everyone else. Seven phone calls over seven days just to get my funds into the bank and each time a different answer and promises of " I will ring you back" and they never do . Still do not know how to solve my problem and can't get my money. They are hopeless beyond belief.Completely incompetent and sometimes rude and bullying ( try Liz) on the phone. Keep away from them if you possibly can. They are worthless. DC

My wife just changed over to this, from Australian super, for her retirement income stream. They withdraw her fortnightly payment from her super account on a Monday but it doesn’t deposit and show up in her bank account until the Thursday. Where does it sit for 4 days? Australian super used to withdraw and deposit on the same day! Also, when she… Read more

opened the account it defaulted her nominated beneficiaries to reversionary beneficiaries which is really serious stuff. This means her beneficiaries would only continue to receive their inheritance as a pension! They would never receive their inheritance as a lump sum which is a huge misfortune if they needed it for a home deposit etc. Good for Aware super though, as they could potentially hang onto the money for decades.

Who runs this organisation? Every encounter I have had with them has been dishonest and/or arrogant and dismissive. It is disturbing how bold they are. You would think they were paying us instead of the other way around. The latest effort yesterday. There is a deduction of some thousands of dollars from my account and I do not understand why. I… Read more

asked the service officer on the phone. He could not understand it or explain it either. He said that he would create a complaint to get the information for me.

I requested formal, written advice so that I could sit and read it and comprehend it.

Instead I get another person who responded in an email with some screen dumps. But no, I cannot see that. He said he would call me. No, a complaint was opened by the officer I spoke to. I requested a written/structured response so I could sit and comprehend it. This person ignored all of this and sent a second email with some more screen dumps - now two piecemeal inadequate responses. I replied again, requesting full detail in one letter - as I had when the complaint was created - so I could sit and work to comprehend it. This morning I got a response:-

I note that full written explanation has been provided to you; and which I consider fairly and clearly responds to your query. Accordingly, please refer back to my previous emails for further consideration. This complaint has now been formally closed.

But it doesn't, and I don't understand. I want and deserve to understand it. There is no way I would have any dealing with this organisation unless I was desperate. It is not fun.

This is the third instance of arrogance and appalling behaviour that I have experienced from this organisation. Customer service, truth or facts are not in their psyche or vocabulary.

Sadly I cannot detail one instance of decency.

When will the organisation be run by someone who cares about, and respects the people who ultimately enable them to have a job?

And now a 4th instance. (Four days after the above). I received a letter today vaguely telling me about an error with my statement which they made 12 months ago. Why did it take you 12 months to tell me? Why haven't your properly reported and detailed it to me?

When is it time to self report to the regulators?

I had undergone major cardiac surgery and Aware, refused to pay any income protection claiming that I had another IC policy elsewhere. They knew about it when they (the predecessor, in 2002) approached me and encouraged me to take it. The other IC only covered 30% of my total income. They were cruel in their handling of the case and communication… Read more

was awful. I have canceled my policies with them and strongly advise against using their insurance offers.

Spent time completing a change of name form including all certified copies of required documentation by a GP that was asked from me by an aware staff member, yet they still claim l didn’t include All documentation. My employer used my nickname instead of my actual name over 25 years ago. I’ve provided all documentation and spent time getting them certified only to be told to do it again. Waste of time!

Been with this super fund for over 25 years and they like making things hard , employees are rude and definitely not helpful , don't make the same mistake I did by going with this super fund

Financial hardship withdrawals.. don’t even bother. My application was approved quickly but they still have not bothered processing the payment. Not ideal when I have bills with due dates in literally two days. Instead of processing my funds Aware Super has gone and opened a new super account for me?! Please stay away from this mob.

Published unit prices are 2 days out of date Particularly in the current volatile environment, this incapacitates making decisions to safeguard members retirement savings Aware Super self serving response: "The two-day delay in publishing unit prices is necessary to ensure accuracy and reliability. By waiting until the close of all global… Read more

markets, we can provide a unit price that accurately reflects the value of the underlying assets. This process helps to protect the interests of all our members" Really? What good are 2 day old unit prices to members in a volatile environment? How does Aware protect the interests of members who need timely information to safeguard their retirement savings?

My sister and I are dealing with our deceased mother's estate. Today we received an email from Aware with someone else's personal information. This is an appalling breach of privacy. We now have no confidence of them paying out Mum's correct fund in the correct amount to the correct accounts. Additionally, as other reviewers have found, they are… Read more

slow payers. When I challenged this I was told that it was because it would take a few days to redeem the units. Err...the account is solely in cash. No units to redeem. Total nonsense.

I will be taking this further with the regulatory authorities: APRA and AFCA.

Absolutely terrible experience! Communication was awful, and I was forced to go through unnecessary additional steps, only to have my money withheld in the end. I have lodged a formal complaint.

Is it just me or anyone also has such experience? I changed my super allocation from Australian Shares into Cash at beginning of this month. Unlike other super fund immediately generated email will be sent to your email after you made change a system For this super, after 5 working days later, an inbox message of their website indicate that all… Read more

my allocation become "international shares". WTH, It was conveniently changed into international shares which cause me huge loss. I clearly remembered that I allocated all my fund to cash! Why don't you send an instant email rather than a creepy inbox message on your website after a few days. What’s your plan for using this gap time. I couldn't believe this super fund winning award, such doggy behaviour and I am certainly will escalate this to regulator for investigation.

If you are an enduring power of attorney or power of attorney get your principal's (the person you are trustee for) super out of Aware ASAP. At every turn they will block your ability to act for your principal. For example, if you have to get a person you are caring for (like mum, dad...) into aged care, the Dept Aged Care will start billing you… Read more

the maximum means test rates (over $150 a day) until you provide a "Centrelink Schedule". It has taken me, as an Enduring Power of Attorney (EPOA), over 6 months from start of process to get a "Centrelink Schedule" from Aware. About 4 months of difficulties with acceptance of the EPOA, sending me letters that I am EPOA and then rescinding it two weeks later on the basis that a police constable had not included their first name on the station stamp when certifying a copy of my Mum's (principal's ) license. Insane, petty, box-ticking lack of discretion coupled with multi-week mailing cycles (all hard copy mail only). I still haven't received the Centrelink Schedule, despite multiple phone calls, hours on the phone, them telling me it is "about to be sent". Very strong warning that they will also frustrate and block efforts to take a lump sum payment when it becomes necessary. I understand that they like all funds to to guard against fraud, elder abuse etc. But their long, serial, rejection cycles over petty document certification errors (e.g. rather than applying discretion or seeking to manage the risk by triangulating to another source, a govt database, a solicitor's office which stamped the document). A disregard for their members and the members' trustees. Unresponsiveness on this scale amounts to negligence

BEWARE OF AWARE OPENING AN ACCOUNT WITHOUT YOUR KNOWLEDGE AND BACKDATING FEES BEFORE EMPLOYMENT. I was surprised to find out that Aware Australia’s largest profit-for-members super funds had opened an account for me in March without me completing an application form. I had no existing accounts with Aware Award-winning fund as the only one I had… Read more

was closed in Early February 2024.

I commenced some casual work for 6 weeks in 2024 - October until November 2024.

I completed the necessary forms in September 2024 (I kept copies) for employer nominating Aware Australia’s largest profit-for-members super fund for any superannuation guarantee payments (knowing that it will be less than $200) to be paid. I had completed work in November and awaited payslip confirming pay and expected payment of superannuation guarantee contribution.

I received confirmation January and went online and noticed there were around 9 months administration fees deducted in one month.

I thought that is strange, as it was a small amount of superannuation I continued & completed (on line) a lump sum withdrawal STEP 3 Completed section Nominating the. [X] Full Balance and my account will be closed.

After completing the form there was feedback section. I wrote I was only in the fund for one month and why was there in total 9 Month-end deductions when there should only be one or possibly two.

Complaints Case manager phoned and said she would review & provide details in writing. A 4 page covering letter (with a number of PDF files – 1. Your super explained Personal Member booklet, 2 Getting back to you on your complaint ) stating “We acknowledge that the deduction of multiple account-keeping fees on 31/1/2025 has caused you frustration and we apologise for this and that they were catch up contributions and the catch up fees” will remain, if not happy contact AFCA an independent body.

It appears an account was opened for me before I began work - 7 months prior without an application form from my employer or myself and no contribution.

 I had closed the only account I had 12 months ago and had not opened any account.  How could I have another account?  Can an Award-winning - Aware Australia’s largest profit-for-members super funds open an account without your knowledge?  I had not been doing any other work.  The employer had paid the correct amount of SG in January 2025 that was required.

My concern for all other members there appears to be a lack of checks and balances from an Award-winning Industry Superannuation fund - Aware Australia’s largest profit-for-members super funds. If this has happened to me how many other members is this happening to.

What criteria needs to be met for these award wining awards?

We should not believe in what we read these days and check your account fees.

As Aware is not aware this is happening how many other members are having catch up/backdating fees. Are there audits?

Awful company. They charged me for insurance even though I didn’t want it. When I complained Rd, they somehow justified it by relying on some small print in a 50 page welcome document that no one reads. Then they gave me an annual statement that was wrong and again tried to justify it on some small print in a document somewhere. What was most… Read more

disappointing was their lack of compassion when I raised my issues. It was clear from my dealings with them that they are ruthless at chasing profits and don’t care about their customers. Plenty of other better super companies out there.

10 days to respond to an email - Unbelievable – I sent an email to Aware Super. After six business days, over a week, I had not received a response, not even an acknowledgment, I phoned Aware. The person who answered was unable to provide any information and when I ask about a response he stated 'Aware needs ten business days to respond to an email' ... Yes, I asked him to repeat as I thought he was joking

Omg stay away be aware – Pity I can’t leave -10. Every time I look at my Super it is going backwards even after my contribution believe it or not. I lost 200+ dollars overnight since I have started with aware the only reason why it has gone up a little bit is because of my contributions. Please stay away from this. Super. Just read the rest of the reviews tells a story… Read more

does it not?

If I had time to stand on the street corner in the city with the sign saying beware, I would

Requested withdrawal and still waiting – I have asked to refund some of my money. I am over 67. Two weeks later and three phone calls and still nothing. Only received one initial email from them saying the payment is being processed. Each person I spoke to told me to wait three business days. Now been almost two weeks with 10 business days and still nothing response. No I would not recommend this insurer if you need to take money out urgently.