AustralianSuper Reviews 

It has taken me over 30 phone calls, and 3 official complaints to get them to make a simple change from personal additional contributions to employer additional contributions. Every time I call I am told something different, been given incorrect instructions and generally given the run around. My tax return is delayed and therefore a loan application has been delayed and I am about to lose a house I have purchased, all because they are unwilling to help me. Each time I upload a required document, I have to wait 5 days and then something entirely different is requested (if my uploads are acknowledged at all). I am at breaking point. Their staff are untrained and couldn’t care less. Dealing with them has been a source of extreme stress and anxiety and I actually do not know what to do. My simple query has had a knock on effect that has eaten up a month of my time and I am now out of time with no forward movement. As an industry fund avoid at all costs!!! There are better options out there. I am so disheartened, disappointed, stressed and fed up. They simply don’t care about their customers.

Terrible, they approved the early release of my funds, but to access my funds, I have to get a non treating doctor to fill in a form. So I have to someone that knows nothing about me or my condition, to fill in a form about me and condition. It's insane.

There is a reason why this fund gets an average of 1 star for their performance.

I concur with the reviews provided on this regarding their experience with AustralianSuper. It has been such a NIGHTMARE dealing with them to get my super fund rolled over. Delay after constant delay and so many excuses to NOT process my rollover. They don't even communicate to you, they just expect you to call them back to follow up and then find another excuse to delay processing the request.

Multiple and chats with them to follow up and it still has not been resolved. I have raised a complaint to AFCA for the lack of transparency and awfully dismal customer experience.

Tried multiple times to open a choice account. I am a member the systems fall over constantly, navigation is muddled and online applications just fail.

Worse they are aware of the problem and seem in no rush to fix. Hours wasted.

I live overseas, and Aust. Super just introduced MFA - but failed to setup a system that accommodates overseas numbers - 3 weeks and over 2 hours on phone calls - and they still cant sort out the issue to allow me to access my account. Very disappointed in their service and customer facing experience.

Absolute tosspots. Do not touch them with a ten foot pole.
Incompetent, greedy, unhelpful....these chix go out there way NOT TO ARSEIST.
Do yourself a favor, and simply start school all ova again if you remotely even trust the likes of these greese balls.
Theyll keep ya money, expect ya to be happy wiv a zero point zero zero zero 2 per cent return on investment while they sit there and engage in mass distribution across their own pockets only
I think they await muha to bum round the mountain but then when the camel does appear, spend their greesy backsides trying to beet the poor littel bugga down.
Unless you enjoy a spot of pubes in ya Samosa's from a crew labelled the scrow scratchers, stay away from the munk ees....otherwise known as oz west plumbing and mingk keens bingo discordian piano man hempire

I continue to receive prompt and efficient service from Australian Super. Each request for a withdrawal from my account has been processed within 5 days. Providing all the required documentation is of course necessary to ensure prompt processing. I am grateful for the service I receive. Thank you.

❌ Extremely frustrating DASP withdrawal experience – 5 months of unnecessary delays

I applied for a Departing Australia Superannuation Payment (DASP) after finishing my Working Holiday Visa. While this process typically takes under one month with other superannuation providers, it took me over five months with AustralianSuper.

The service was disorganized, inefficient, and inconsistent from start to finish. I was asked to provide multiple expensive documents, including ones notarized and approved by Australian authorities, which added unnecessary costs and stress.

Ironically, they ended up releasing my funds before even receiving the documents they had demanded — a clear sign that their internal process is flawed and poorly managed.

⚠️ I strongly advise anyone planning a DASP withdrawal after a WHV to avoid AustralianSuper. Other providers are much faster, simpler, and more reliable.

⭐ Rating: 0/5

Worst experience I ever had with any customer service. I left the country trying to withdraw my balance. Impossible for me because of « unmatching name » on my forms. Spend hours calling them and paying for overseas calls. Stupid company.

I would give them a minus 100% if I could.

I have spoken to 5 agents in the past 2 days and spent hours going nowhere. They use a system that does not meet expectations.

Several technical errors and inability to use their inefficient system will plague every user.

To verify me, they have verified my drivers license, my Medicare card, my address, my account with Centrelink and my digital ID verification failed because they could not verify me on AEC system despite me giving them the data that AEC (customer service agent Lydia) confirmed as being correct.

They email saying someone will process the request in 5 business days. Too bad if you are under financial hardship.

Agents refuse (every time) to let you speak with a manager, so there is no recourse for incompetent agents who all have Indian accents.

They give you ultimatums and they hang up.

Looking for a good provider, do look elsewhere!

I am withdrawing all funds and closing my account with them due to their incompetency. There must be some truth in the fact that 117 reviews here give them a very low score!

Agents (6) I have spoken to who have wasted my time include: Shreya, Prem (the worst), Mansi (the Fast Resolution team member), Emma - i spent 30 minutes with her verifying who i was for her to tell me no Fast Resolution member was working at that time. She even wanted to change my name on my account without my permission; Sameer and Preshant who wanted to be called 'Presh': he failed to create a new complaint about himself.

After having verified myself on multiple occasions and with all my private data: Medicare drivers license, Centrelink and with images and having completed application forms, Presh told me I must use physical verification to get a verified copy of one of drivers license or passport, sign by a JP, etc. WTF...

More delays in my application. So what is the next loop hole they will attempt before they send me my money?

Pissed Off Verified Australian Super Member. (But not for long)

p.s. It may take us up to 5 business days to respond during busy periods.

They make you jump.through the same whoops everything you want to with draw funds in retirement. Month wait. I'm leaving them. Treated like rubbish. Steer clear of these thieves.

Just been chatting to Connie from Australian Super resolution team. Discussed my disappointment with her at length and Connie left me feeling extremely satisfied with the outcome. Absolute pleasure to deal with, very patient and displayed complete empathy. Finally I can leave a well deserved review. This kind of service goes a long way and is rare nowadays. Thank you Connie for enabling me to move on.

Consistently the worst experience in all my years of dealing with financial institutions or any business.
Poorly trained, arrogant staff who are dismissive and argumentative
Do not offer any help but constantly stone wall.
I wish I never had anything to do with them

The worst customer experience ever. Quick to take your money. So hard to get it back. they query everything. then every time you make contact to get your money its goes back into a queue that takes "there to five working day" took me 2 weeks to get some money out of my super. Customer service reps have heavy hard to understand accents. Its such a shame as the fund is performing well.

I have worked in the financial planning industry for over 22 years. I tried calling australian super recently for a client to obtain information regarding the pension booster. No one could answer my question. The people you are taking to in the call centres are under qualified uni students that only read my screens. We always recommend clients to get out of these industry super funds because of the bad customer service. AVOID!!!

DISGRACEFUL- stay away!
This super organisation which is supposedly “for members” are avoidant, inefficient, unprofessional and do not deliver.
I have been DESPERATELY seeking a withdrawal of MY funds for a surgery and am getting NOWHERE!
“Escalations” is just a buzz word they will try to pacify you with to get you off their line (after holding for 40+ mins).
Have gotten nowhere!! So stressed and dissapointed over this.
Have been paying into this fund since i commence working and have never needed to “trouble them” for anything. Now that i need assistance, i am on my own.
Will be closing account asap.

I honestly never had such a bad experience!
I am speechless on how bad this business is.
It makes Centrelink look professional!

Unhelpful. After a long delay I actually spoke to a person who was unhelpful. Asked to speak to a supervisor and was told there was no one else to talk to. No service, you just get referred back to their website. If I rang, there is a reason I needed to speak to someone

To be fair investment performance is reasonable if you choose their australian or international share options. But if you retire overseas, withdrawal is incompetent and the ID checks are obstructive, flawed and caused delays leading to financial difficulties. The ombudsman sides with the industry. I had multiple points of complaint which were completely ignored. Their customer service tried but you get a new person each time, no follow through and a tyrannical compliance department who should be fired.

Disgraceful service, staff no idea what they are doing! Company states 5 days for a reply to an email, states 10 days for withdrawals to process but it’s always more than 12 days!! The customer service team cannot send emails which is ridiculous, you can not get to speak to your so called case managers as they are never available, neither is any senior management person. One customer service person had a baby screaming in the background, excused her self as she had a ‘sick’ child with her and her English was not good, it’s rare to find anyone who speaks good English there. Sooo unprofessional! My payment is delayed due to an IP issue, I asked what is that? She said I don’t know it’s my first day here!! A shambles, management should be soooo embarrassed and ashamed of this company!!