How to make a superannuation complaint

Having trouble with a superannuation claim? Knowing how to make a superannuation complaint can save time, reduce stress and lead to a better outcome.

Superannuation benefits are meant to make life easier for you and your family in stressful times, but many Australians battle to get their claims approved.

While superannuation complaints to the Australian Financial Complaints Authority (AFCA) fell 16 percent over the year to June 2025, they still represented 6 percent of all complaints. Complaints about superannuation services also increased by 21 percent..

Delays in claim handling fell by 39 percent from a record 1730 to 1056, while complaints about denied superannuation claims rose slightly from 368 to 397.

Disputed superannuation claims can cause significant hardship, so it is important to know when, where and how to make a complaint.

 

 

When should I make a complaint?

There are several reasons why you might need to make a superannuation complaint, including:

• • Delayed payouts – If your super withdrawal or rollover is taking much longer than promised.
  • Denied insurance claims – When a claim under your super’s insurance (like total and permanent disability or income protection) is refused.
  • Poor communication – If your fund fails to respond to your inquiries or provide clear information about your account.
  • Incorrect account information or fees – When your super balance, contributions or fees don’t seem right.

If any of these sound familiar, it may be time to take the next step.

 

 

What should I do before making a super complaint?

Before jumping straight into a formal super dispute resolution process, it’s worth trying to resolve the issue directly with your fund.

Reach out to the fund’s customer service team first. Many problems can be fixed quickly once you speak to the right person.

Keep a record of dates, names, emails, letters, and phone calls. Note what was said and when – this will be crucial if you need to escalate the issue later.

Check your fund’s complaints policy. Most super funds have a dedicated page on their website explaining how to make a complaint and how long it should take to get a response.

 

 

How do I lodge a formal complaint with my fund?

Every registered super fund in Australia must have an internal complaints process, also known as an internal dispute resolution (IDR), that meets Australian Securities and Investment Commission (ASIC) regulations.

You can usually submit your complaint by:

• • Completing an online complaint form on your fund’s website
  • Sending an email or letter
  • Calling the fund’s complaints team directly

Whichever method you choose, be calm, clear and concise. Describe what has happened (e.g. poor communication, unacceptable delay in processing a claim) and outline what you would like to happen.

If you are complaining in writing, provide any supporting documents. If you are speaking to someone on the phone, keep notes about that conversation as you may need to refer to it later.

Once your fund receives your superannuation complaint, they are legally required to respond in writing, explaining the reasons for their decision. For most complaints, they must respond within 45 days. If the complaint is related to the distribution of death benefits, they are allowed up to 90 days.

 

 

Where can I take my complaint further?

If your fund fails to resolve your complaint to your satisfaction, you can lodge a complaint with AFCA, the independent body for super dispute resolution.

AFCA can investigate a range of superannuation issues, including:

• • Denied insurance claims
  • Unreasonable delays in paying benefits
  • Misleading information from your fund
  • Information you weren't given about a product, such as fees and charges
  • Decisions about a disability claim you have made
  • Disputes over the payment of a death benefit
  • Unauthorised or incorrect transactions

You can lodge a complaint with AFCA online, by phone, or by mail. The service is free, and the authority can compel the fund to take corrective action if your complaint is upheld.

Let us help you handle it

Handle My Complaint specialises in resolving issues that are costing you time and money, not to mention causing undue stress.

We know your consumer rights and are dedicated to ensuring you get what you deserve. We have helped thousands of consumers around Australia with complaints, saving them more than $12 million.

Don't let a superannuation issue fester. Take the pressure down and make a complaint with us today.