The following Frequently Asked Questions are designed to help you get the answers you need. If you have a question not included in our FAQ section, just call AustSafe Super weekdays 8:30am-5pm (EST).
How do I check and update my personal details?
AustSafe Super gives you two ways to check and update your personal details:
What contributions/money have been paid to my account?
To find out how much money has been paid into your account, simply:
How do I transfer my super into AustSafe Super?
Just fill in our Transfer Form (Boost Your Super Flier), send it to AustSafe Super and we
will do the rest.
How do I check my account balance?
If you have registered for MemberAccess, simply follow these two steps:
How do I register for MemberAccess?
Call AustSafe Super weekdays 8.30am-5pm (EST). You will be asked a number
of security questions to confirm your identity. If you are able to answer the
questions correctly, you will be issued with a password. Once you have it,
go to the MemberAccess logon page, then enter your AustSafe Super Membership
Number and password to log on.
How do I access my super?
You can only access your superannuation if you:
What is the preservation age?
Superannuation savings are "preserved", which means they must remain untouched
in the superannuation system and be accessed only in retirement. While an
individual can retire at any time, they usually cannot access their
superannuation savings until they have retired and reached what is known
as their "preservation age". An individual's preservation age depends on
when they were born:
| Date of birth | Preservation age |
| Before 1 July 1960 | 55 |
| 1 July 1960 - 30 June 1961 | 56 |
| 1 July 1961 - 30 June 1962 | 57 |
| 1 July 1962 - 30 June 1963 | 58 |
| 1 July 1963 - 30 June 1964 | 59 |
| After 1 July 1964 | 60 |
What are the financial hardship or compassionate grounds requirements?
You can only make a financial hardship claim if you are receiving Commonwealth
Income Support Payments and have been for a continuous period of 26 weeks or
more. If you meet this requirement, we can provide you with more information.
You can only make a compassionate grounds claim if you receive approval
directly from APRA. If you wish to apply, we can provide you with more information.
I am leaving Australia permanently. Can I withdraw from super?
If you entered Australia as a temporary resident and have since departed,
you may qualify to access your super. You can apply to claim your superannuation
online at the Australian Taxation Office.
How do I lodge a complaint?
The process may involve one, two or three steps.
How do I nominate or update my beneficiary details?
To nominate one or more beneficiaries, or update their details, simply follow these three steps:
How do I make a claim for my benefits?
To claim your superannuation benefit, you need to call AustSafe Super weekdays
8.30am-5pm (EST). We will send you a quote of the benefit amount and an application
form to claim your benefit. The application form needs to be completed and returned
along with one or more documents, depending upon your circumstances. To safeguard
the security of your benefit, these documents need to be correctly certified as
evidence to prove your identity.
Can I make a partial claim?
If you are making a partial claim of your superannuation benefit (either as a
payment to you or a rollover to another fund), you must leave a minimum
$1,000 in your account.
Where can I get a copy of the AustSafe Super trust deed?
A copy of the Trust Deed is available to AustSafe Super employers and members
on request by calling AustSafe Super weekdays 8.30am-5pm (EST).
How do I add a new employee who is not currently a member of AustSafe Super?
Ask the employee to complete a Membership Application form in the Member Product
Disclosure Statement, or send us the employee's full name, date of birth and
residential address when paying their first contribution.
How do I add a new employee who is already an existing member of AustSafe Super?
Quote the employee's AustSafe Super membership number together with the member's
full name, date of birth and address when paying their first contribution.
How do I get an employee's superannuation from another fund transferred
to AustSafe Super?
Ask the employee to complete a Consolidate your Super Form and send it to us
and we will then arrange the transfer on your employee's behalf. You can download
this form from the website (in Forms and Publications) or by calling AustSafe
Super weekdays 8.30am-5pm (EST).
How do I advise AustSafe Super that an employee has left service?
Include the employee's termination date when sending the final contribution
payment for the employee with your monthly Contribution Return.
What should I do if an employee dies?
If an employee dies, contact us to report the death and to find out how
the member's dependants can claim the benefit.
How do I advise AustSafe Super of a change of employer name and ABN?
Notify us in writing of the change of name along with some form of evidence
of the change. You may be required to complete a new registration form.
How do I advise AustSafe Super of a change of employer contact details?
Notify us via Employer Online or in writing.
How do I deal with superannuation when there is a company restructure,
merger or similar situation?
Contact your local AustSafe Super Business Development Manager on (07) 3210 1808
directly or call AustSafe Super weekdays 8.30am-5pm (EST).
How do I change a member's address, name or beneficiary for death benefits?
Ask the member to complete a Change of Membership Details form, which is
available as a download from this website. As proof, members changing their
name will need to include a certified copy of their name change documentation.
For example, their marriage certificate, deed poll certificate or
statutory declaration.
How do I arrange for members to make contributions from their after-tax salary?
Ask the employee to complete a Voluntary Contribution form and include the
amount deducted in each month's contribution payment to AustSafe Super. Keep
a copy of the employee's completed form on file. The form is available as
a download from this website.
How do I arrange a refund of an overpaid contribution?
If you have made an overpayment or an underpayment, call AustSafe Super
weekdays 8.30am-5pm (EST). We will try to resolve the issue as soon as
possible. If a payment involves making an adjustment to a member's account,
we may need to advise the member of this. For auditing purposes you will
be required to advise us in writing.
When do I need to complete a Contribution Return?
You
should complete a Contribution Return
every month or quarter depending on your payments. If you are not
required to pay contributions in a particular month/quarter, you should submit a
NIL return, regardless of whether you are submitting electronically
or manually.
Where do I send completed member or employer application forms?
Send all completed forms (both member and employer) to AustSafe Super
at GPO Box 3113 Brisbane Q 4001
How do I register for Employer Online?
To register for Employer Online you will need to download, complete and
return the AustSafe Super Employer Online Registration Form. We will
then be in touch with you to set up your account online. We will need
to obtain a test file from you if you are going to upload a payroll or
spreadsheet file.
When are administration fees deducted from my account?
They are deducted from your account every month.
When are the investment management fees deducted from my account?
They are deducted from overall investment returns for the Fund before
earnings are allocated to your account. This occurs at 30 June each
year (or at the date of leaving the Fund or when you switch investment
options.)
When is the member benefit protection cost calculated on my account?
The cost of protecting members with low account balances from erosion by administration fees is calculated annually.
How do I pay for my insurance cover?
Each month, AustSafe Super automatically deducts the cost of your insurance
cover for death and total and permanent disablement (TPD) and/or income
protection from your account.
Can I increase my level of cover?
You can apply to increase your level of cover for death and total and
permanent disablement at any time. To increase your cover you will
need to complete an application form available from AustSafe Super.
Any increase in your cover is subject to the insurer accepting your
application. In some cases, the insurer may require you to provide
information about your health, attend a medical examination or undergo
health tests.
What is required to reduce or cancel a member's insurance cover?
Ask the member to send a written request for cancellation of insurance
to AustSafe Super
What if I go on leave?
Your cover will continue if you take fully paid annual leave. If you take leave without pay, your cover
will continue for 12 months or until your account reaches $1,000.
What is required to make a claim for a member's insured benefits
for death or disability?
Contact us as soon as you become aware of a claim.
When are the insurance premiums deducted from my account?
If applicable, insurance premiums are deducted from your account at the end of each month.