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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

Holiday period

  • 29, 30 and 31 December 2020 (8:30am to 5:00pm AEST)
  • 4 to 8 January 2021 (8:30am to 5:00pm AEST)

  • Employers

    1300 878 737 (1300 VSUPER) 

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

    Holiday period

    Our Employer Hotline will be closing at 12:00pm on Thursday 24 December. We will re-open for support from 9:00am on Tuesday 29 December.

    The Hotline will be closed on Friday 25 December, Monday 28 December and Friday 1 January only.

    Postal address

    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.

    Our Advice centres

    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,
    1300 366 216 View Map
    Blackburn (closed) Level 1, 29-33 Railway Road,
    1300 366 216 View Map
    Geelong (closed) 69-71 Moorabool Street,
    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).

    • 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:



      Phone: 1800 931 678

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

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