The next chapter of GuildSuper is about to begin.

Member-initiated transactions will be temporarily unavailable from 5pm on 4 September until 14 September while we complete the transfer.

We are aware some members are currently unable to login to their online accounts - we are working to resolve this shortly.

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Important notice to employers: All super contributions for GuildSuper members should now be made using our new fund details. Our new fund name is Smart Future Trust and our ABN is 68 964 712 340. Our product name remains GuildSuper and our new USI is 68964712340020.

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Feedback and complaints

Feedback and complaints

At GuildSuper, it’s all about you. Our superhuman members (and your employers too!). We care a lot giving you the best service we can, so if you’ve experienced a problem – we want to know about it. That way we can do everything we can to fix the issue as fast as possible.

How do I lodge a complaint?

There are a few different ways you can contact us, so choose what is best for you:

Phone: 1300 361 477

Email: info@guildsuper.com.au

Mail: GPO Box 1088, Melbourne, Victoria, 3001

What happens after a complaint has been lodged?

We will acknowledge your complaint at the time of receipt, typically within one business day. Our aim is to resolve all complaints as soon as possible, and if we are not able to resolve your complaint within 5 business days, our team will investigate the complaint and provide a response to you within the timeframes set out below.

How long will it take?

Our timeframe for providing a response depends on the type of complaint we receive as set out in the table below.

Type of complaint
Our response timeframe
Complaints relating to the Super Fund (Trustee related)
No later than 45 days after receipt
Complaints relating to the distribution of a superannuation death benefit
No later than 90 days for objections to death benefit distributions, starting after the 28-day objection period
Complaints relating to financial advice
No later than 30 days after receipt

What if there is a delay?

If we are unable to resolve your complaint within these timeframes, we will let you know in writing including the reasons for the delay.

Help for people with hearing or speech difficulties, or linguistic diversity.

We will work to accommodate differing communication needs, such as a hearing impairment or linguistic diversity, to ensure that the feedback process is accessible to all. This can include working with a third party you have nominated to represent you.

What can I do if I’m not satisfied with the outcome?

If you’re not happy with how we’ve handled your complaint you can lodge a further complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent dispute resolution body set up by the Federal Government to provide a free, impartial and binding dispute resolution service for financial services.

If AFCA can deal with your complaint, it will attempt to resolve the complaint through conciliation. If this is unsuccessful, AFCA will review the decision to which the complaint relates.

For more information about the types of complaints that AFCA can deal with and the information you’ll need to provide, contact AFCA directly via one of the below:

Phone: 1800 931 678 (free call)

Email: info@afca.org.au

Website: www.afca.org.au

Mail: GPO Box 3, Melbourne VIC 3001

ASIC also has an Information Line on 1300 300 630 which may be used to obtain further information about your rights.

Page last updated 12 September 2026