UniSuper Melbourne

From excellent to systemic failure—moving my money elsewhere UniSuper use to provide excellent service, but their customer engagement IT systems have completely fallen over. While the frontline staff are polite and say all the right things, there is zero follow-through. Nothing actually gets done. Information is no longer being sent out, complaints go completely unaddressed, and even their online customer feedback system is broken. Something has gone seriously wrong with their infrastructure. I was on the verge of investing a significant amount of money with them, but due to this total breakdown in service, I will be moving to another super fund. A great pity after 30 years. .

Profit hungry fund that doesn't care about members.

VERY poor communication—unclear instructions on their website for administrative tasks. I’ve had to submit the same form 3 times, and they messed up the set-up of my retirement fund account.

Avoid!!! UniSuper was good. Now is abysmal for financial transparency, staff knowledge/service, privacy protection, and managing complaints. 1. Requested more info on latest investment updates and to speak to someone - no one could answer common financial services questions. Declined referral to a specialist UniSuper advisor. 2. Privacy concerns raised about detailed sensitive personal info over insecure emails and channels. Completely ignored. Still concerns/risks of personal data breaches. 3. Recommended by staff to make formal complaint to get answers/resolution. Formal complaint submitted. Generic letter/info sent back with options to talk further - request to talk further. UniSuper CLOSED the complaint. Denied request to reopen. Still unresolved.

The CEO of superannuation trusts such as Unisuper have a responsibility under law to ensure that Board members posses a modicum of digital and/or financial literacy. After I made enquiries relating to the literacy possessed by current board members and staff member of the executive emailed me to say they simply don't care if their board members use thumb drives to store unisuper proprietary information. Cool.

The fees charged by Unisuper on my superannuation fund completely outweighed any profits or returns. When I attempted to make an Insurance Claim, I felt misled by their response over the phone when advised by their Staff with what to say, and then no refund was issued. I also lodged a complaint with the ombudsman, but Unisuper failed to respond, and the complaint was ultimately dismissed due to time constraints. We have contacted them numerous times without a reply. Their standard response when Emailing, is we will reply within 3 Days, but they failed to reply. Based on my experience, I would not recommend this fund.

From my initial interaction with Unisuper financial planner Kiran Bhullar, I have been treated like a family member. If you need financial advice give Unisuper a chance to help discuss your financial goals.