Superannuation is mandatory, so good customer service should not be optional.
Our independent pilot study of 20 major super fund call centres found service was inconsistent, unclear and often fell short of basic expectations. No super fund performed well and the industry as a whole got a failing grade. We are calling for change so people can get clear answers and real help when they need it.
On this page
What we did
Super Consumers Australia commissioned Customer Service Benchmarking Australia (CSBA) to conduct a pilot study of 20 Australian super fund call centres. 1,000 mystery shopping calls were made over a 10-week period across three scenarios: a prospective customer, a culturally and linguistically diverse customer, and a customer experiencing vulnerability.
What we found
The average customer experience score was just 49.9%, no fund scored above 55%, and none reached the 80% “green zone.”
Just 10% of calls to AustralianSuper and 52% of calls to Team Super connected within 15 minutes, compared with 87% of calls overall. On the other hand, the top two funds answered 90% of calls in under 3 minutes.
23% of prospective customers were told to “go online” as the only solution. In 58% of calls where someone rang on behalf of a customer with limited English, funds shifted responsibility back to the caller instead of offering direct support to the customer.
70% of calls from customers experiencing vulnerability scored 5 out of 10 or lower for empathy. These calls involved people urgently seeking access to super after distressing events, but funds often failed to acknowledge hardship, ask questions or explain what help was available.
Individual call scores ranged from 20% to 86%, showing callers didn’t get consistent support, even within the same fund.
What we want
We are calling on the Government to introduce legislation requiring:
- Mandatory customer service standards for superannuation funds
- Mandatory public reporting on customer service outcomes
- Improved call centre training to support culturally and linguistically diverse customers and people experiencing vulnerability
How does your super fund measure up?
Use our pilot comparison tool to see how each of the 20 fund call centres included in the study scored. Desktop users can sort the table by clicking on the ↕️ symbol at the top of each column. Mobile users can sort the table using the “Sort results by” dropdown menu.
Important: This table is not financial advice or a recommendation about which fund to choose. It only shows the call centre scores for 18 funds. There may be other funds that would score better or worse than the ones here. There are many things to consider before switching to a different super fund, including performance, fees and insurance. For more information about how super works, see our beginner’s guide to superannuation.
How to use this tool
Scoring
Funds were scored out of 100 on three measures: how easy they were to deal with (ease), how the caller felt about the interaction (sentiment), and whether the customer’s issue was resolved (success), using CSBA’s SenseCX framework. The three scores were weighted to produce the fund’s overall score. The higher the score, the better the customer experience. For more information on how the funds were scored, read the report linked above.
Definitions
Superannuation fund: this is the name of the super fund product that we tested. We tested 20 of the largest funds that were open to new members and offered a MySuper product. We only tested one fund from each trustee. After the research was finished, Telstra Super merged into Aware Super.
Answer rate: this is the percentage of calls that were made to the fund’s call centre that were answered within 15 minutes and were not disconnected before the end of the call. Calls were not scored if they weren’t answered. This means that the scores are more accurate for funds that had higher answer rates.
Ease score: this measures how easy it was for the caller to navigate the call
Sentiment score: this measures how the caller felt throughout the call
Success score: this measures whether the caller achieved what they called to do (e.g. get an answer or solve a problem)
Overall score: this is the overall customer service score for the fund
* Values have been omitted because the call answer rate was too low.
^ Telstra Super merged into Aware Super after the research was conducted.
| Superannuation fund ↕ | Answer rate ↕ | Ease score ↕ | Sentiment score ↕ | Success score ↕ | Overall score Score out of 100 ▼ |
|---|---|---|---|---|---|
| CareSuper | 96% | 36.3 | 64.2 | 62.7 | 54.7 |
| Rest Super | 92% | 34.6 | 63.2 | 60.7 | 53.1 |
| TelstraSuper^ | 88% | 34.0 | 63.8 | 59.3 | 52.5 |
| CFS FirstChoice Super | 96% | 32.4 | 63.7 | 59.9 | 52.2 |
| UniSuper | 92% | 32.4 | 60.7 | 62.0 | 52.1 |
| AustralianSuper Results omitted due to low call answer rate. | 10% | * | * | * | * |
| Brighter Super | 94% | 32.0 | 62.2 | 60.0 | 51.7 |
| Australian Retirement Trust | 96% | 33.3 | 62.2 | 57.4 | 51.1 |
| Aware Super | 96% | 31.8 | 61.3 | 58.4 | 50.7 |
| Hostplus | 94% | 36.1 | 59.6 | 54.1 | 50.0 |
| Cbus Super | 98% | 33.3 | 59.4 | 54.2 | 49.0 |
| AMP Super | 96% | 32.5 | 59.1 | 54.6 | 48.9 |
| Equip Super | 94% | 33.0 | 57.1 | 54.8 | 48.5 |
| MLC Super | 94% | 33.0 | 57.0 | 55.0 | 48.5 |
| Mercer Super | 98% | 32.5 | 58.2 | 52.9 | 48.0 |
| Vision Super | 98% | 28.8 | 57.1 | 56.2 | 47.7 |
| NGS Super | 90% | 31.7 | 55.6 | 53.4 | 47.1 |
| Team Super Results omitted due to low call answer rate. | 52% | * | * | * | * |
| iQ Super | 94% | 30.5 | 58.4 | 51.2 | 46.7 |
| HESTA | 80% | 32.1 | 55.5 | 51.6 | 46.5 |
Downloads and resources
Superannuation Call Centre Experience Report (July 2026) – CSBA
Good super service shouldn’t be a lottery (July 2026) – Super Consumers Australia