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Contact us

Frequently asked questions (FAQs)

Can't find what you're looking for? Here are some of the most frequently asked questions by our members.

Joining QSuper Show all Hide all

How do I join QSuper? Show content

If you're eligible, you can easily join QSuper via our online form. It takes around 10 minutes.

Can anyone join QSuper? Show content

As we're part of Australian Retirement Trust, you can only become a QSuper member if you're eligible:

  • You're a Queensland Government employee
  • We're your employer's chosen super product
  • You're the spouse or child under 25 of an existing QSuper member
  • You're opening a Lifetime Pension.

Find out why more than half a million Australians enjoy being with QSuper.

If you're not eligible to be a QSuper member, don't worry – you can still join Australian Retirement Trust for the same member-first focus. Join more than 2 million Australians to experience the benefits of one of the country's largest super funds.

Who can join QSuper? Show content

You can join QSuper online if:

  • You're a Queensland Government employee
  • We're your employer's chosen super product
  • You're the spouse or child under 25 of an existing QSuper member
  • You're opening a Lifetime Pension.

If you're under 14 years old, you'll need to fill in the form at the back of our product disclosure statement (pdf).

If you're not eligible to be a QSuper member, don't worry – you can still join Australian Retirement Trust for the same member-first focus.

Will it cost anything to join QSuper? Show content

There is no cost to join QSuper. As part of a profit-for-members fund, we're committed to returning profits to members as lower fees and better services. We also don't charge fees to switch your investments. Learn more.

How will I know my employer is making contributions into my QSuper account? Show content

To check if your employer is contributing to your QSuper account, log in to Member Online or our app and check your transaction history. Keep in mind that different employers may make contributions at different times. Some employers pay every 3 months, while others choose to make contributions more often.


Account details Show all Hide all

How do I change my address? Show content

You can change your address through Member Online by logging in and editing your details in 'Your Profile'.

If you’re currently employed by the Queensland Government, you should also let your payroll office know about your new address. Each fortnight, your payroll details are sent to us, and they may overwrite the changes you make.

How do I change my name, date of birth or title? Show content

If you work for the Queensland Government, you don't need to send us anything - simply let your payroll office know your new details and they'll pass them on.

If you don't work for the Queensland Government, here's how to make changes:

Change your name

Send us by post, email or fax:

  • Your request in writing, listing your name, date of birth, and address, and
  • A certified copy of your Registry of Births, Deaths, and Marriages marriage certificate or change of name certificate, or your deed poll if you got married overseas.

Don’t have any of the above? You can give us a statutory declaration that tells us the details of the name change.

Please note we can't accept the ceremonial marriage certificate that you sign on the day of your wedding.

Update an incorrect name or date of birth

You'll need to give us a certified copy of at least one of the following:

  • Driver licence
  • Proof of age card
  • Passport
  • Birth certificate.
Change your title

You can contact us by phone, in writing or in person to update your title. It's a good idea to update this with your employer as well to prevent it from changing back.

How do I transfer my super to QSuper? Show content

It's easy to combine your super online. Simply log into Member Online and select which accounts you'd like to transfer over. More information about consolidating your super.

How do I find out my account balance? Show content

You can view your account balance in Member Online or our app, 24/7.

How do I find my client number? Show content

You’ll find your client number on your annual statement. Log in to view your latest annual statement.

How do I find my statement? Show content

You can view your annual statements in Member Online or our app. View your latest statement.

Online access Show all Hide all

How do I register for Member Online? Show content

To register for Member Online, you’ll need your client number, which you’ll find on your annual statement. You'll also need to enter some personal information, which should match the information we have on record.

If you have any trouble registering, please give us a call.

What if I forget my username or password? Show content

If you have forgotten your username or password, use the 'Forgot username' or 'Forgot password' portals on the Member Online login page.

I've locked my Member Online account. How do I unlock it? Show content

If your online account has been disabled, please give us a call. Once we confirm your details over the phone, we’ll reactivate your account.

What do I do if I've forgotten the answer to my Member Online security question? Show content

If you’ve forgotten the answer to your security question, please call us and we can help you log in.

I can't open forms or factsheets. Do I need special software? Show content

You need Adobe Reader to open forms, factsheets, and product disclosure statements on our website. Documents that require Adobe Reader to view, end with the file extension pdf. If you don't already have this software you can download it for free from Adobe.

I am having problems viewing your website. What should I do? Show content

If you are having problems using our site, we recommend you upgrade to one of our supported web browsers.

View supported browsers.

Super related Show all Hide all

How do I update my beneficiaries? Show content

You can update your reversionary beneficiary or start the binding death benefit nomination process by logging in to Member Online.

More information about who you can nominate to receive your super.

When would my super be transferred to the ATO? Show content

If your account balance is less than $6,000, you do not have insurance, and we have not received any money for crediting to your account in the last 16 months, your account may be transferred to the Australian Taxation Office (ATO). Learn more about ATO-held super.

One of the ways you can prevent your super from being transferred is by consolidating your super accounts with Member Online or submitting this form to us from the ATO.

Can I take QSuper with me when I change jobs? Show content

Yes, you can take your QSuper account with you to your new job. More information about changing jobs.

Download Australian Retirement Trust's letter of compliance (pdf).

What details do I need to give to my employer? Show content

Your employer may give you a form to fill in or you can download a pre-filled form in Member Online. Alternatively, you can easily send your QSuper details to your employer in an email using our app. More information about staying with QSuper.

When can I access my super? Show content

There are rules around when you can access your super to help you make the most of your retirement. Learn more about when you can access your super.

How do I withdraw my super? Show content

Once you are eligible to access your super, there are a number of ways you can choose to withdraw it. Learn more.

Contributions and tax Show all Hide all

How do I put extra money into my super? Show content

There are a variety of ways you can contribute more into your super. Find out more about the various options available to you.

What are the BPAY details for depositing money into my account? Show content

Log in to Member Online or our app to find your unique reference number and appropriate BPAY code.

How do I know how much I've contributed to my super? Show content

It’s important that you keep track of the ongoing total of your before-tax and after-tax contributions each financial year, to make sure you do not go over the contribution caps.

The easiest way to check your contributions to your QSuper account is through Member Online or our app.

Will I get money back at tax time from my contributions? Show content

If you have been making contributions into your super account from your after-tax income, you may be eligible to claim a tax deduction. Learn more.

How do I salary sacrifice? Show content

Visit our salary sacrifice page for more information on how you can contribute some of your before-tax salary to your super account.

How do I make voluntary contributions? Show content

Visit our voluntary contributions page for more information on how you can contribute some of your after-tax salary to your super account.

Am I eligible for the super co-contribution? Show content

Visit our super co-contributions page to find out if you are eligible to receive a government co-contribution.

My investments Show all Hide all

How is my money invested? Show content

A QSuper account provides you with a range of investment options that are tailored to your needs. If you haven't made an investment choice, your money will be invested in Lifetime (if you have an Accumulation account), or Balanced (if you have an Income account).

To find out what you're currently invested in, log in to Member Online or our app.

How do I change my investment options? Show content

It's a good idea to understand the different investment options that a QSuper account offers before you decide to make changes to your investments and getting some personal guidance can help.

To make a switch, log in to Member Online.

My insurance Show all Hide all

How much am I insured for? Show content

Log in to Member Online or check your latest annual statement to see your current insurance level.

How do I make an insurance claim? Show content

  1. Contact us
    Firstly, please contact us as soon as possible to let us know about your situation.
  2. Gather required documentation
    We'll advise you of what you need to submit in order to substantiate your insurance claim. Read the relevant guide to find out what documentation you'll need.
  3. We'll work with you
    We'll assign you a dedicated claims manager who will work with you through the claim process.

How do I change my insurance cover? Show content

Log in to Member Online to change your insurance.

You can also use our insurance needs calculator and insurance premium estimator to determine how much insurance you might need and how much it will cost.

When will my insurance cover be cancelled? Show content

There are various circumstances where your QSuper death cover, TPD cover or income protection benefit will cease. Log in to Member Online to permanently opt in to cover.

How do I permanently opt-in to insurance cover? Show content

Log in to Member Online to permanently opt in to cover so you can have peace of mind that you and your loved ones are protected.

Financial advice Show all Hide all

Can I access financial advice as a QSuper member? Show content

As a QSuper member, you have exclusive access to advice over the phone and online about your account. Find out more.

What is the cost of financial advice? Show content

Advice about your QSuper account is included with your membership.1 Find out more.


1. QInvest Limited (ABN 35 063 511 580, AFSL 238274) is a separate legal entity responsible for the financial services it provides. Eligibility conditions apply. Refer to the Financial Services Guide (pdf) for more information.

What's the difference between QSuper account advice and comprehensive advice? Show content

If you're looking for quick advice on a specific topic (eg. salary sacrificing), advice about your QSuper account is included with your membership.1 Find out more.  If you want a full financial plan, you can look for a financial adviser who specialises in the type of advice you need (and there is likely to be a cost).


1. QInvest Limited (ABN 35 063 511 580, AFSL 238274) is a separate legal entity responsible for the financial services it provides. Eligibility conditions apply. Refer to the Financial Services Guide (pdf) for more information.

Can't find an answer to your question?

Call us on 1300 360 750 or send us an email and we’ll be happy to help.

 

1. QInvest Limited (ABN 35 063 511 580, AFSL 238274) is a separate legal entity responsible for the financial services it provides. Eligibility conditions apply. Refer to the Financial Services Guide (pdf) for more information.

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The information on this website contains general information only. It doesn’t consider your personal objectives, financial situation, or needs. Before making any decisions about QSuper, you should read the relevant Product Disclosure Statement (PDS) and Target Market Determinations (TMD) to consider whether the product is right for you.