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Call us

1300 366 216
(Calling from outside Australia +61 3 9667 9875)

Operating hours

8:30am – 5:00pm Monday to Friday

Employers

1300 878 737 (1300 VSUPER) 

Operating hours
9:00am – 5:00pm Monday to Friday

Postal address

VicSuper
GPO Box 89
Melbourne VIC 3001

Advisor Assist

Important information for Third Party Advisors

Request a call back

We'll respond to you by phone within 3-5 business days. Need an answer quick? Check our FAQs to see if we have your enquiry covered. For urgent enquiries, we encourage you to call our Member Centre.

You can login to MembersOnline to access information and manage your account online.

If you're calling to request a form, check our Forms and resources section.

Our Advice centres

In light of the evolving Coronavirus (COVID-19) situation in Victoria, all of our Victorian offices will remain closed for appointments / walk ins until close of business 13 August 2021.

We’ll continue to closely monitor the situation in real time based on the advice of the World Health Organisation and Australia’s Chief Medical Officer.

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 (temporarily closed) Ground floor, 570 Bourke Street,
Melbourne		 1300 366 216 View Map
Bendigo (temporarily closed) 48 Pall Mall Street,
Bendigo		 1300 366 216 View Map
Blackburn (temporarily closed) Level 1, 29-33 Railway Road,
Blackburn		 1300 366 216 View Map
Geelong (temporarily closed) 69-71 Moorabool Street,
Geelong		 1300 366 216 View  Map
Making a complaint

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).

    Download our guide on How to lodge a complaint (PDF 206kb)

  • Complaint process

    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:

    Online: www.afca.org.au

    Email: info@afca.org.au

    Phone: 1800 931 678

    Mail: Australian Financial Complaints Authority - GPO Box 3, Melbourne Vic 3001

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