Contact us

If you’re having trouble logging in to your account, you might need to reset your password. 

If you haven’t logged into MemberOnline before, you will need to register here. You’ll need your Client ID – which you can find in your welcome email (or letter) or your annual statement.

If you are waiting for a password reset email to come – we know these can sometimes be delayed. If you’ve been waiting more than an hour or a password reset process is not working for you, please call 1300 360 149 or contact us online.

If you have recently exited the fund, but are trying to re-join, then you will need to contact us directly to set up and access MemberOnline. 

You can do this via our online contact us form. 

By default, our public contact us form only allows one file upload per submission. Logging in to MemberOnline allows you to add up to six documents at a time. 

If you have recently made an investment switch it can take up to 3 business days to process.

Confirmation of the switch will be sent in an email. This will confirm when the switch is effective and provide assurance of it being processed. 

You will not receive an email when you request an investment switch via MemberOnline, only when it is completed.

If you need further information on this status or if has been more than 3 business days, please call 1300 360 149 or contact us online.

It can take up to 10 business days to complete a partial withdrawal (over and above your pension payments) or a full withdrawal from your pension account.

Through MemberOnline you can:

• Update your bank account details
• Track your payment history
• Change your drawdown strategy
• Change your drawdown frequency
• Change the amount you withdrawal
• Make a one-off withdrawal.

Set up online access now.

Generally, you’re able to access your superannuation benefit if you satisfy a specific requirement, including:

• You reach your preservation age and retire
• You turn 65, or
• Other criteria set by the Government.

To access your super, contact us on 1300 360 149 and request a Claim your super form.

For more information read the Accessing your super IBR.

In some instances, you may be able to access your super early. Please see 'Can I access my super early' for more information. If you’re nearing retirement age and want to know more about your options, check out our Retirement Guide.

We're ready to listen and we'll address any issues as fairly as we can.

You can make a complaint by calling us on 1300 360 149, online through our contact us form, by writing to us at Locked Bag 20019, Melbourne VIC 3001 or through Facebook and Twitter.

What you can expect
We’ll aim to resolve your complaint as quickly as possible, and we’ll aim to acknowledge your complaint in writing within 1 business day of receiving it.

Learn more about how we handle complaints or take a look at our Complaints Policy for more details too.

If you’re not satisfied 
If you’re not happy with how we handle your complaint, or if we take more than 45 days to resolve your complaint, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA).

AFCA provides free, fair and independent financial services complaint resolution for consumers. AFCA can only accept a complaint once we have investigated it first, so we encourage you to contact us first to resolve your complaint.

Contacting AFCA
Visit: afca.org.au
Call: 1800 931 678
Email: [email protected]

Write to:
Australian Financial Complaints Authority Limited
GPO Box 3 
Melbourne VIC 3001 

If you have difficulty communicating with us, we can provide you with the support you need. This could be translation services, braille or any other services. Get in touch with us and let us know how we can help.