AustralianSuper Reviews 

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.

When you're with them, everything is fine. BUT when you need to change something or move some funds over, OMG.... Just go to the AFCA first because they drag it on for months.... Highly NOT recommending these people.

If I could give AustralianSuper a minus score, I would. Customer service is terrible. Trying to transfer money from AustralianSuper to another fund. Keep on receiving text messages that they need more information, so I ring up customer service, not but twice. First time waiting for 43 minutes and then get told I have given them all the details needed. Ring up again 1 week later (another 36 minutes) to see why the delay. They cannot give me a reason, but they will file an internal complaint for me. Ring up today 13/4/26 as still no funds in the nominated account, again, same rubbish and 51 minutes later with no resolution. They like taking your money but they certainly don't like giving it back. My wife is with Care Super and so, so easy to transfer, speak to someone that knows what is going on. I am closing my account with AustralianSuper and going to Care Super. I suppose the name Care says it all. STAY AWAY FROM AUSTRALIAN SUPER

Australiansuper is corrupt and deliberately stalls you from rolling over to your new Super account or SMSF. They are unconscionable in their dealing and liars when asking for additional information. I suspect that they do not actually hold the money onshore in Australia even though you may have 100% of your fund in Cash or TD. Something is not right. They even delayed my mother who is in Pension phase 3 months to access $50K of her super as a withdrawal and which was needed to pay a shortfall in a retirement village settlement. They left her out on the street due to their delays and stalling tactics. Just criminal. Do not have your super with this company.

Australian Super are a rort and no amount of good returns is worth the hassle of dealing with them. I applied for 2 withdrawals on Mon and Tues. I recieve an email early Saturday morning asking which amount do I want!! Meanwhile planning for having the money by at least Friday... They've ruined 2 Weekend holidays recently. Wondering about legal action..

Rubbish antiquated designed system. Won't speak to member or ID them. Abysmal customer service.

Smug & arrogant phone support staff and shadowy backroom people who could not care less

Ver~tel~waves provided excellent service and helped resolve my issue quickly. Thanks for the help.

The worst and most diabolical service you could use as someone who is travelling or semi permanently living in Australia. The entire company is run on bots and you cannot get a single response from a human if you have any issue. The worst / non existent customer service I have encountered. Shame.

Returns are OK but what ever you do- don't try and roll over your money. They have constructed the most insane and inept system for rollover. A 5 year old could come up with a better system. Clearly it is designed to be intentionally frustrating for customers. Multiple complaints to them did nothing to resolve issues. I spent hours on the phone over 15 + phone calls. Their complaints process is a complete joke. They had no intention to fixing their issues.

This is not a complaint about the customer service representative’s as I have only experienced helpful assistance within an archaic, outdated and inefficient manual system. To change any detail such as address, payment bank account etc you are required to download, print and complete a 4 page …. Wait for it…. FORM! This then needs to be scanned and your only options are to upload to a hard to find portal or send through snail mail. As yet the time frame is unknown but it is suspected 2-3 weeks. Trying to close super to TTR fund over 12 months has resulted in consistent messages the online process is unavailable and the same manual process is required and the simple task is still not complete. Maybe a few less bonuses and some investment in current systems would resolve this..,,