AustralianSuper Avis 

After doing some work for AustralianSuper's chosen call centre and seeing the way customers are treated behind the scenes, I made the decision to switch Super providers. The trust is gone.

Very poor service incompetent staff they seem to look for an excuse to not help you very difficult to deal with

*** WARNING please read ****
If I could give them a company
Negative 100 stars I would. Australian Super is partnered with TAL Insurance they are described as evil, disgusting and fraudulent through hundreds of reviews.

I was denied income protection insurance with a cancer diagnosis. 2 years out of work, a bone marrow transplant and the things Australian Super and TAl did to deny the claim made me sick. I was too sick to keep fighting. It is repulsive beyond words. Please if your have super with these people go elsewhere !!!!!!

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, 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 thought it would take at most 3 days like a bank transfer,

I have been an Australian Super member for around 8 years and am now retired. Their investment performance is fair in comparison to other funds and the fees are at the lower end. The major letdown is their slow, impersonal, unresponsive, uncaring and unhelpful customer service and administration. Their account security technology is also deeply flawed. Twice I have been overseas and unable to access funds because of administrative stuff-ups. When I first retired, I transferred funds from super to a pension account, so I could draw a regular income. This took several weeks longer than the promised time period and left me without access to funds whilst overseas.

In February 2026, whilst in Bolivia, I tried to use the Aussie Super app, and was unable to receive the security code by SMS because (I'm told) there's no reciprocal telephony agreement between Bolivian and Australian mobile phone carriers. My Telstra SIM would not register on any Bolivian mobile network. I had Whatsapp but Australian Super wouldn't use that service to send me the code; I note that many other financial institutions do use Whatsapp for this purpose. I was locked out of the app, meanwhile it took many weeks for Australian Super to reply to my emails, which then offered zero help or solutions. To Australian Super, if you use security codes for account access, you urgently need to address this serious deficiency and implement the means for customers to receive security codes in ANY country and make provision for such means in addition to SMS.

You can now talk to a human but they read word per word on the computer and can’t connect you to anyone or department - might as well talk to a robot!

Can't even change a phone number on my account that ive changed numerous time because the number listed isn't over 10 years old! So now I dont have access to my account at all. Ill be changing my super asap and moving it all over to the new one

PLEASE DO NOT USE THIS COMPANY!
DO NOT USE THIS COMPANY IF YOU ARE A TEMPORARY VISA HOLDER BECASUE THEY DON'T RELEASE FUNDS EVEN YOU PROVIDE ALL DOCUMENTS.

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 commercial property in my SMSF due to their ongoing incompetence. I would give ZERO stars if I could.

I’m over 65 so can withdraw, however, they insist on 3 months of bank statements so they can check my spending patterns which they have no right to do. They have had my claim for 10 days now, and they have not even looked at it yet!!!!!! I Purina complaint, have not heard a thing back from them!! Then I contacted AFCA to put in a complaint, only to be told that once I do a complaint, they then give the company 45 days to respond to them before they even look at it, so no worthwhile support there either!! Bloody awful “lack of service”!!!!!!!

Extremely disappointing and, frankly, unacceptable.

When trying to resolve an issue, I was repeatedly told there was “no one available to assist” and placed into a 24–48 hour callback system that went nowhere. This wasn’t a one-off delay—it became the only form of “support” offered, with no direct access to anyone capable of actually resolving the issue.

For a superannuation fund managing retirement savings, this level of service is not good enough. Members should not be left stuck in repeated callback loops with no accountability or escalation path to a decision-maker.

The lack of responsiveness, combined with the inability to speak to anyone with authority, created unnecessary stress and delay at a time when timely action matters.

Groundhog Day — the same process repeated over and over with no actual resolution.

I needed to change my bank account so I was able to get money for my retirement .and got told to just do it online but that wasn’t working . So I had to get copies verified upload and run through rings. Why then it takes 5 days to update no one has been able to answer and it’s been over 5 days and nothing still done. I. Can’t even put through a transfer without this and we have had no money for over a week.
All the people I talk to say is there nothing that can be done. At least they have money to live on.

Like many others have said, if I could give a zero, I would & wish I could.
Their customer service is questionable at best, I had to update my name with them, pretty simple process that I had managed easily with the banks, medicare, ATO etc. AS however claimed the change of name document wasn't certified (it was the same one I used for all the other places I had to update the name).

I called up to question it, first person said that while there's the pharmacist stamp there's no signature, pointed out that the little squiggle above the stamp, on the sign here line, is the signature. They weren't sure, so it got escalated, next person stated yes, it is certified, so it should be processed, give it 2-3 days & it will be done.
Gave them a few weeks, come back onto the website, nope nothing has changed. Call them again, no we've rejected that copy, you need a new one. Went out got a new certified copy, written out & signed very clearly, submit the request again. 3 weeks later, no letter, email etc, so I log in & unsurprisingly nothing is updated.
Called up, again they claim it's not certified, get bumped up to the next person, they say yes it is certified & should be processed, pointed out that I've already been through this, so they then bump me up to the next person, state the same thing, yes it is all good, we will approve it today. Low & behold, no such thing was done.
Gave them 2 weeks, called up & question why they're saying yes its good but then rejecting it, & get hung up on. Called several times, but as soon as I state why I'm calling, get hung up on.
It's now been 3 years, still screwing me over, as I'm unable to merge my supers.

Still trying to get my super released and due to my ex payroll lady putting an incorrect date of birth on paperwork I have now had to have my correct date of birth certified by an agent of their liking after getting my drivers licence certified and uploaded sent an email this time unable to read document so went and got my birth certificate certified then uploaded still had problems I have now completed this process on their upload page still denied the balance of my super being released
This company have no compassion or respect for anyone requesting to withdraw their superannuation
I WOULD NEVER RECOMMEND THIS COMPANY TO ANYONE I've even lodged a complaint have I had any satisfaction NO

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 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.

What is wrong with this organisation? They take forever to do anything. They all have the 'security measures' under the sun when logging into your account online, yet still take 5 or more days to verify a member's request to withdraw some of their retirement savings. It's like they don't want us to have access to our own money. It has happened so many times. They are absolutely useless.

I am extremely disappointed and distressed by the conduct of TAL and AustralianSuper. My claim has been ongoing for 9 months while I am currently undergoing grueling multimodal treatment for Stage 3 Cancer.

Despite multiple reports from my General Practitioner, my Colorectal Surgeon, and my Oncologist—all confirming my total incapacity for work due to treatment toxicity—TAL is actively hunting for ways to decline the claim rather than support a genuine member. They are attempting to weaponize "Active Employment" definitions and diagnostic timelines to avoid their obligations, completely ignoring the clinical reality provided by medical specialists.

It is heartless to force a patient through 9 months of administrative hurdles while they are fighting for their life. This is not the "protection" or "support" advertised. If you are looking for an insurer that actually cares about its members during a terminal or critical illness, look elsewhere.

Claim Number: 814766

I would give a 0 star for the customer service and complaint department. I have been going through a terrible experience with Australian super since past one month just to change my name. I have recently changed my legal name and I have provided all the relevant doccuments such as passport, drivers license, citizenship certificate however it is not enough to change my name on my superannuation account. Australian super wants me to pay additional fees and get the change of name certificate eventhough my name has been changed everywhere else without change of name certificate. It is ridiculous. As soon as my name is changed I am finding a new super fund as I am very frustrated with the stupid policy and process of Australian super.

This is a fund that sends threatening correspondence to customers and when paperwork is completed to withdraw funds, they forward funds to ATO without warning or knowledge and take no accountability when questioned. This is not a Super fund to be trusted under any circumstances. This is Fraud and must be investigated immediately!

Utterly disgusted at the service of this supposedly "great company" - i have sent 3 legitimate complaints, sent emails requesting contact and still no response. They have WRONGLY amalgamated my super accounts (after expressly being told/recorded not to) and have NOT contacted me after these repeated complaints, they have fixed the accounts after three weeks, however, who knows where they got the figures from. ???? they are not giving any information on their method etc. and have no respect for their customers at all I have no faith in their 'workings out" no faith in their customer relations and no faith in management that allows this to happen. This company is shiny on the outside but on the inside don't expect any value. They treat people with contempt. I am unable to speak with anyone in the complaints section as they don't have one anymore.
just little people in tall buildings sipping lattes and not having the decency to reply or explain their errors. or how they supposedly fixed them.
go elsewhere if you can.