Third-party authorities with AustralianSuper

Does AustralianSuper require its own form?

No — accepts EITHER its own member-signed form ('Give your financial adviser access to your account details') OR the adviser's/licensee's own third-party authority form, provided it clearly identifies both the member and the adviser. If using your own form it is MANDATORY to include the Licensee AFSL number (per adviser FAQ 'How do I access my client's AustralianSuper account information?', verified Aug 2026). Fund also asks that own-form TPAs include the adviser's email address and, if support staff should be covered, an explicit line authorising 'all support staff' (Adviser Resources > Submitting third party authorities). Note: the general 'Give or remove access to your account details' third-party form explicitly canNOT be used for financial advisers — advisers must use the adviser-specific form or their own TPA.

Form details

Current fund form: 'Give your financial adviser access to your account details', form code 1538.9B 04/26 ISS4 (April 2026 issue — verified by reading the live PDF). URL: https://www.australiansuper.com/-/media/australian-super/files/tools-and-advice/forms-and-fact-sheets/superannuation/forms/financial-planning-and-support/give-access-account.pdf. Mandatory fields: member last name, first name, DOB, member number; adviser full name, adviser email, ASIC financial adviser representative number, Licensee AFSL number. Member signature required; digital signatures accepted on most AustralianSuper forms (exceptions: binding death nominations, guardianship documents, POA, certified documents). No ID certification required for the TPA form itself. Authority covers ALL of the member's AustralianSuper accounts and extends to adviser's staff; access is view/monitor only — only the member can transact. Validity: all third-party authorities valid for a MAXIMUM of 10 years from commencement. Lodging a new adviser's details removes access for any previously authorised adviser. Withdrawal of access takes effect by the 5th business day after notice. Separate forms exist for Member Direct adviser access (giveaccessaccount_md.pdf) and insurance-claim third-party authority.

Where and how to lodge

Registered advisers: (1) Adviser Portal 'Upload forms' tab — fund's encouraged channel for all form/client request submissions (max 3MB per file, upload one form at a time, confirmation email per successful upload); (2) email to Adviser Services: adviserservices@australiansuper.com — the FAQ says submit the TPA via email and access is granted within 5 business days. EXCEPTIONS: advice fee forms and Member Direct third-party authorities cannot be uploaded to the portal — email them to adviserservices@australiansuper.com. Members themselves can post to AustralianSuper, GPO Box 1901, Melbourne VIC 3001 or upload via australiansuper.com/upload-document. No fax channel published.

Published turnaround

TPA processing: access to client account information within 5 business days of emailing the authority (adviser FAQ, verified Aug 2026; an older snippet said 72 hours — the current published figure is 5 business days). General paperwork: 'all correctly completed forms are generally processed within 7–10 business days from receiving your email'; if operating outside that timeframe due to volumes they notify via auto-reply email. Fund advises checking request completion via the Adviser Portal.

Watch-outs

(1) Custom TPA forms missing the Licensee AFSL number are invalid — the most cited rejection trap. (2) Submitting a new adviser TPA silently REVOKES the previous adviser's access (one adviser at a time). (3) Member Direct is a separate world: separate authority form, separate portal, and MD TPAs can't be uploaded to the Adviser Portal (email only). (4) 10-year hard expiry on all TPAs. (5) Portal upload limits: 3MB/file, one form per upload; batching forms causes processing problems except defined combinations. (6) Certification pedantry reported: documents rejected for wording issues (e.g. certifier terminology), certification must be <6 months old and include adviser's ASIC/AFSL number if adviser-certified. (7) Member reviews (Trustpilot/ProductReview, 2024-2025) consistently report processing delays and reactive-only communication — treat the 7–10 day standard as best-case; the fund itself flags auto-reply notices when running late.

If they go quiet

Lodge via: (1) online complaint form at australiansuper.com/help-and-support/make-a-complaint (fund calls this the quickest — acknowledgement email with reference number); (2) email complaints@australiansuper.com with 'Complaint' in the subject line, full name, member number, contact number (do NOT send attachments by email — use the secure upload tool); (3) phone 1300 300 273; (4) post GPO Box 1901, Melbourne VIC 3001. Eligible complainants explicitly include 'a third-party authorised to act for a complainant'. Commitments: acknowledgement within 24 hours; response within 45 calendar days for superannuation complaints, 30 days for privacy and financial-advice complaints, 90 days for death benefit distribution objections. Escalation to AFCA if unresolved/out of time. Complaints Policy PDF (December 2025) on the fund site.

Under s1017C of the Corporations Act, a trustee must make reasonable efforts to comply with an information request within one month. If AustralianSuper exceeds its own published standard, a formal internal-dispute-resolution complaint starts a 45-calendar-day clock under ASIC Regulatory Guide 271 — with AFCA as the next stop.