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

Over a month ago Australian Super mistakenly closed my wife’s recently opened super (accumulation) account instead of her Choice Income pension account, which was the member number clearly written on the “withdraw all and close account” form. There are annual contribution cap and timing reasons why this error has implications. My initial phone… Read more

call to them was on 28 July but I was unable to speak with anyone above the first layer of defence customer service rep. All they could do was create a complaint in their system with a reference number, for which we received a generic email the next day confirming the complaint, but with no mention of expected time frames. Note, I wasn't actually needing to lodge a complaint at that time, I just wanted them to rectify their administrative error so we could get the contributions back into my wife's super account.

Since then I've made numerous calls and sent numerous emails with supporting information and seeking updates. To date my wife or I have not received any communication from them. Just complete silence. UNTIL LAST FRIDAY 28 August, when my wife received an email from them which was (wait for it) exactly the same as the generic complaint email that we got one month ago, but this one has a different complaint reference number. I have no idea what they are doing, but we’re still waiting for them to rectify their original error from over a month ago.

Note also, on my multiple phone calls I was told that someone from “complaints” will call me within 24-48 hours…. no one has called.

Due to the complete lack of communication from Australian Super for over a month, which could have just told me what their time frames are and how they’re rectifying the error, I’ve lodged a complaint with the AFCA.

I am at an absolute loss as to how Australian Super thinks it's acceptable to not communicate with a customer for over a month after making an administrative error.

They deserve zero stars. Australian Super has worst disclosures and hopeless customer service. It is scary how big they are and how many people they have the potential of letting down only if people woke up to Engage with their superfund. How they manage money at granular level.. active vs passive or external vs internal .. list of external… Read more

managers etc. is either not available or hidden on their website. Their customer service team is beyond incompetent. THEY are HOPELESSLY BAD SUPERFUND.

Extremely disappointing rollover process and customer service I have been extremely disappointed with my recent experience with AustralianSuper. I initiated a rollover from my AustralianSuper account to my SMSF on 24 July 2026. As of 14 August 2026, 21 days later, the rollover still has not been completed. The process has been particularly… Read more

frustrating because I was initially advised by an AustralianSuper representative that I would not need to provide any further documentation. I was subsequently asked to provide certified identification and an SMSF bank statement.

I understand that AustralianSuper has regulatory and verification obligations, and I have no issue with reasonable identity checks. My concern is the poor communication, repeated delays and lack of ownership of the process.

I contacted AustralianSuper multiple times on 5, 7, 10 and 13 August, simply trying to establish whether my documents had been received, verified and whether my rollover was progressing.

I eventually provided the certified documents, which AustralianSuper confirmed were received on 11 August. Yet even after providing everything requested, I still could not get a clear timeframe for when my rollover would actually be completed.

What made the experience even more frustrating was the attitude of some of the customer support representatives I dealt with. I found their manner to be smug, dismissive and lacking empathy. Rather than feeling that someone was taking ownership of my issue, I was essentially made to feel that I was inconveniencing them by asking for an update.

On one occasion, I was told words to the effect of:

"It takes time and that's all i can tell you."

That is an incredibly disappointing response when a customer is simply asking for clarity about their own money and a rollover that had already been in progress for weeks.

I appreciate that superannuation funds have compliance and fraud-prevention requirements. However, compliance requirements should not mean customers are left chasing the fund repeatedly for basic updates, nor should customer service representatives make customers feel that their concerns are unimportant.

The most disappointing part has not simply been the delay. It has been the combination of delay, inconsistent information, repeated chasing and an apparent lack of urgency or empathy from customer support.

I hope AustralianSuper takes this feedback seriously and improves both its rollover processes and the way its support teams communicate with customers.

At this stage, based on my experience, I would not recommend AustralianSuper to someone who expects a straightforward, transparent and customer-focused rollover process.

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

Stressful Experience to deal with Australian Super in rolling over Super Fund My SMSF registered Accountant has initiated the rollover request and provided rollover on 1st August and since then it has been a terrible experience to deal with AustralianSuper. I have property settlement due and AustralianSuper is finding all reasons to not to… Read more

rollover super. Their call centers agents always have one answer, it is with processing team and after 2-3 days, their processing team would send sms saying further information required. Their call centers do not have answers to what is exactly required. It was to the extent that yesterday one call center representative asked me to certify bank statement. Another representative said name is a mismatch. The Bank Statement has last one word "ER FUND" trimmed out due to character limitation. They can verify bank account and the fund name on the ATO website as well, still they decided to cause unnecessary stress to customer. The most stupid part is we have use same statements for 4 Super Members and for one member they have rolled over but for other 3 members they are holding up. I raised complaint and their agents are saying it will take 40 days to resolve complaint. I kept on begging them I have a settlement due in 7 days but it is all in vein. One of the most insensitive super fund in Australia.

Horrific horrible company they simply do not want to release your money. I have been asked so many times to complete their without it I cannot withdraw my super. Everytime I lodge a form there is some excuse for it not being accepted such as your member number is incorrect when it is not. I have literally had to spell it out. Anyway I have had… Read more

enough and lodging a complaint with AFCA then taking all my money out. Please I beg the readers please do not use Australian super as your fund the service is hopeless and they will make you jump or hurdle by hurdle. Since this post I have called Australian super. What the customer is unaware of regarding member details is that the member number is held in your ATO link under MyGov in addition Australian super will not approve your forms without an account number which is different to your member number the account number is in fact your customer reference number and only way to obtain this is to call Australian super. Who in the world would know this and no instructions are on their forms. The process is a major headache unless their is some reform to Australian super processes.

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.

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.