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(Calling from outside Australia +61 3 9667 9875)
8.30am – 5.00pm Monday to Friday
1300 878 737 (1300 VSUPER)
9.00am – 5.00pm Monday to Friday
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In light of the evolving Coronavirus (COVID-19) situation, we’ve been closely monitoring the situation in real time based on the advice of the World Health Organisation and Australia’s Chief Medical Officer.
For the safety of our members and employees have temporarily closed our head office and advice centres and are moving all face-to-face advice appointments to a phone based meeting. We request that you call our Member Services team on 1300 366 216 for any assistance. It’s important to note that we are currently experiencing a high volume of calls, which means you may wait longer than usual to speak to a member of our team.
We apologise for any inconvenience these changes may cause, but we really do appreciate your patience and understanding at this time.
|Our Advice Centres||Location||Phone||Map|
|Melbourne - Head office (closed)||Level 9, 171 Collins Street,
|1300 366 216||View Map|
|Bendigo (closed)||48 Pall Mall Street,
|(03) 5438 1950||View Map|
|Blackburn (closed)||Level 1, 29-33 Railway Road,
|(03) 9264 7600||View Map|
|Geelong (closed)||69-71 Moorabool Street,
|(03) 5226 5500||View Map|
|Traralgon (closed)||29 Hotham Street,
|(03) 5175 6000||View Map|
We take member feedback and concerns seriously. If you're not satisfied with our products or services, we have a complaint resolution process to address your concerns.
How to lodge a complaint
Contact us by phone, mail, request a call back or visit one of our Advice Centres (see details above).
We will send you an acknowledgement once we’ve received your complaint and let you know the details of the investigating officer assigned to look into the matter. There is a legislative requirement that we respond within 90 days of receiving your complaint, however we always aim to reply as soon as possible.
You can contact the investigating officer at any stage for an update on the progress of your complaint. Our response will include the outcome of the investigation, the reason for our decision and any options for further review.
External dispute resolution process
If you don’t receive a response to your complaint within 90 days, or are not satisfied with our final response, you have the option of lodging a complaint with the Australian Financial Complaints Authority (AFCA)
The AFCA contact details are:
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority - GPO Box 3, Melbourne Vic 3001