FAQs

Need some help?

Check out our FAQs below. If you can't find what you need give us a call or send us an online enquiry.

Need some help?

Check out our FAQs below. If you can't find what you need give us a call or send us an online enquiry.

Your account and personal details

How can I check my account balance?

The easiest way to keep up to date with your VicSuper account balance is by logging into your account through VicSuper MembersOnline.

You can also check your balance over the phone. Contact our Member Centre.

Registering for VicSuper MembersOnline

If you know your VicSuper member number, you can register for VicSuper MembersOnline on our website.

Please note that once you register, you will need your member number and password each time you login, so we recommend keeping them safe and in a place you can find them easily.

If you don't know your member number, please contact us.

How can I find out my member number?

Your member number is available on most correspondence we may have sent to you via post, such as your VicSuper Benefit Statement.

To protect your account we won’t send your member number to you via email, so if you have elected to receive your VicSuper mail via email, you will need to contact us to request your member number.

How do I change my address?

You can update your contact details anytime by logging into your VicSuper account through VicSuper MembersOnline.

Alternatively, please contact us to change your address over the phone.

How do I change my name?

Please complete and return the relevant form below along with certified proof of identity.

Proof of identity guidelines are outlined at the end of each form.

Change your details form – VicSuper FutureSaver member

Change your details form – VicSuper Flexible Income member

Online services

How do I register for online services?

If you know your member number, you can register for VicSuper MembersOnline on our website.

Please note that once you register, you will need your member number and password each time you login, so we recommend keeping them safe and in a place you can find them easily.

If you don't know your member number, please contact us.

How can I reset my password?

Provided you know your member number and are able to answer a few simple security questions, you can reset your password online.

If you have elected to receive communication from VicSuper by email, we will send a temporary password to your registered email address.

If you currently receive your VicSuper mail by post, we will send a temporary password to your registered mailing address.

If your registered details are not up to date, please contact us.

Moving to or from overseas

I'm moving overseas. Can I withdraw my super?

Australian citizens 

If you're moving overseas, your super will stay within the super environment until you meet a condition of release (see page 7).

While you're away, it's a good idea to contact us from time to time and keep us up to date with your contact details so we can continue to manage your super savings for you.

If we're unable to contact you or your account is inactive for a certain period of time and we haven't heard from you, we may be required to transfer your super to the Australian Taxation Office.

Temporary residents leaving Australia

Temporary residents can claim super benefits accumulated while working in Australia if:

  • they visited on a temporary visa (excluding subclasses 405 and 410)
  • their visa has expired or been cancelled
  • they have left Australia.

Super payments made to temporary residents who depart Australia are called Departing Australia Superannuation Payments (DASPs).

Your DASP can only be paid as a lump sum. At this stage, there’s no way to directly transfer your super to an overseas retirement fund.

You cannot claim a DASP if you are:

  • an Australian citizen or permanent resident
  • a New Zealand citizen.

Is your super balance:

Insurance

How do I make an insurance claim?

The process involved in making an insurance claim varies depending on the type of claim.

Death benefit claims - VicSuper FutureSaver

Beneficiaries can make an application for a death benefit claim by completing the Application to claim a death benefit form. This form also includes a comprehensive information sheet (at the back) that outlines the requirements and other important information you need to know.

Other claims

Disability and income protection claims can be very complex. Please contact us as soon you’re aware that you may be eligible so we can guide you through the process, and help ensure your claim is assessed as quickly as possible.

Beneficiaries

How do I add or change my beneficiary?

  VicSuper FutureSaver  VicSuper Commutable and Non-Commutable Pension VicSuper Term Allocated Pension
Non-binding beneficiary You can add or change a non-binding beneficiary online by logging into your VicSuper account.
Note: Only available on VicSuper MembersOnline for desktop.
Alternatively, you can complete and return a non-binding nomination form
Please complete and return the relevant non-binding nomination form to VicSuper Please complete and return the relevant non-binding nomination form to VicSuper
Binding beneficiary Please complete and return the relevant binding nomination form to VicSuper Please complete and return the relevant binding nomination form to VicSuper Please complete and return the relevant binding nomination form to VicSuper
Reversionary beneficiary Not applicable   

A reversionary beneficiary can only be added at the time you commence a pension. To remove or change a reversionary beneficiary, you need to close your current pension and commence a new one.

As this is a complex process and deductions are likely to apply to your account, we recommend you seek advice from a VicSuper financial planner. Request an appointment.

Withdrawals and transfers

How do I transfer my super to or from another fund?

A transfer to another super fund can be managed the by fund you are joining or the fund you are leaving.

Please contact us so we can send you the appropriate form.

If you're leaving us…

We'd love the opportunity to tell you why we think VicSuper is different. Please let us explain the 7 reasons we believe we're a great fund.

And if you're leaving due to a change of job, we'd like to let you know that it's not necessary to change super funds. Most employers are legally required to allow their employees to choose their own fund. All it involves is providing your new employer with your member number and a completed Choice of fund form.

VicSuper can also accept rollovers from other super funds if you’d like to consolidate all of your super into your VicSuper account.

If you'd still like to move, we're sorry to see you go, and we welcome you back anytime.

How do I withdraw my super?

To withdraw your super you need to meet a condition of release. For most people this will be after they reach:

  • their preservation age and permanently retire, or
  • age 60 and leave their employer, or
  • age 65.

However, there are some limited circumstances where people can apply for early release of some or all of their super.

For more information on the requirements surrounding access to your super, please see Accessing your super.

If you have met a condition of release, you often have several options. Please contact us so we can provide you with the appropriate forms and information for your situation.

Help and advice

How can I book a phone appointment with a financial planner?

Our financial planners are available for appointments over the phone or in person.

We also run regular seminars and programs on financial and retirement planning matters that are available at no additional cost.

Find out more about VicSuper's advice and education services.