Third-party authorities with CareSuper

Does CareSuper require its own form?

NO — generic adviser-drafted authority letters are explicitly accepted. Live adviser page (read Aug 2026): 'Your client can complete our Authority to access information form or use your own form. Email the completed form to info@caresuper.com.au.' Instant phone alternative: 'Your clients can call 1800 005 166 to authorise you. They'll just need to provide your business name, AFSL and contact details.' Note phone authorisation is member-initiated.

Form details

Fund's own form: 'Third party authorisation' code FMDE04, version 08/2025, at https://www.caresuper.com.au/-/media/project/CareSuper/Files/forms/third-party-authorisation-form.pdf (bundled with 'Authorising a third party' fact sheet FSTPA01 07/2026, dated 17 July 2026 — both read in full). Adviser section (Section 3) requires: organisation name, ABN, AFSL number, named adviser/main contact, address, phone, email; member section requires member number, DOB, name, residential address. Default scope: 'We'll authorise all staff working for this organisation, unless you tell us you want access limited to your professional adviser' (opt-out checkbox). Member signature + date required; wet vs electronic signature acceptance is NOT stated on the form — unverified. No ID/certification needed for an adviser info-only authority (certified documents only for parent/POA/guardian-administrator authorities). Validity: adviser authorities 'expire two years from the date you sign this form'; member may nominate a shorter expiry date on the form. Critically, adviser authority is ENQUIRY-ONLY — the fund's table shows advisers can ask about the account but 'No' to transactions, and 'We'll only pay withdrawals to you, not your authorised third party.'

Where and how to lodge

Per the form (FMDE04): (1) upload via the 'Contact Us' portal in Member Online (member-side login, not adviser-side); (2) email info@caresuper.com.au; (3) post to CareSuper, GPO Box 1547, Hobart TAS 7001. The adviser page directs authority forms to info@caresuper.com.au — this is the channel to use. Fastest path is the member phoning 1800 005 166 (authority granted over the phone). An older email adviser.services@caresuper.com.au appears in stale search snippets from a now-404 legacy page — unverified, do not rely on it. No fax published. No published statement on which channel processes fastest.

Published turnaround

No published turnaround/service standard for third-party information requests or TPA processing — unverified/none found. Only published commitments are complaints-related: acknowledgement within 24 hours, aim to resolve super complaints within 45 calendar days.

Watch-outs

(1) 2-year hard expiry on adviser authorities from signature date — SuperChase should track and prompt re-execution; members can also set shorter expiries. (2) Authority is information-only: any transaction request under a TPA will be refused — transactions need a POA. (3) Default authorises ALL staff of the practice; the restriction checkbox, if ticked, limits access to the one named adviser (calls from paraplanners/admin staff would then fail). (4) Fund went through two mergers (Spirit Super Nov 2023, MIESF May 2025) — member numbers changed and stale legacy content (old forms, old emails like adviser.services@, old Spirit Super phone processes) still surfaces in search engines; always use the current FMDE04 form. Whether pre-merger authorities carried over is unverified — safest to re-lodge. (5) No adviser portal and no published processing SLA, so there is no self-service way to confirm a TPA was loaded — follow-up calls to 1800 005 166 are the only verification path. (6) Caller identity checks on every call; industry-wide practice (Investment Magazine, May 2025) of screening offshore callers on TPA calls may affect outsourced practice staff. (7) Adviser community complaints specific to CareSeuper turnarounds: none found in searchable forums — unverified.

If they go quiet

Email complaints@caresuper.com.au; post to Complaints Officer, CareSuper, GPO Box 1547, Hobart TAS 7001; phone 1800 005 166. Published commitments (complaints page, read Aug 2026): acknowledgement within 24 hours; super complaints — aim to resolve within 45 calendar days; financial-services/advice complaints not resolved by end of 5th business day get a written final response within 30 calendar days. Escalation: AFCA (www.afca.org.au, 1800 931 678, GPO Box 3 Melbourne VIC 3001); death-benefit complaints must reach AFCA within 28 days of written decision.

Under s1017C of the Corporations Act, a trustee must make reasonable efforts to comply with an information request within one month. If CareSuper 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.