Information for members

Enquiries and complaints

The Trustee has established procedures to deal fairly with enquiries and complaints from members, employers and beneficiaries.

Complaints can be made in a variety of ways – by telephone, email or letter (addressed to 'The Enquiries & Complaints Manager'). If an enquiry or complaint is made by telephone we will endeavour to answer it immediately. In some cases we may ask that a complaint is submitted in writing so it can be investigated further and we will provide a written response.

The procedures to follow, time limits and other details are included in Making enquiries and complaints or the Pension Guide.

All complaints will be handled in a courteous and confidential manner.

Low account balance policy

The accounts of members who are uncontactable or inactive and with a balance of less than $4000 (since December 2015) will be transferred to the ATO in April and October each year. This threshold will change to $6000 in December 2016.

Members who are uncontactable or inactive with an account balance of between $200 and $2000 will be transferred to the eligible rollover fund in June and December each year and any insurance cover with CareSuper will cease. If you are transferred to CareSuper’s eligible rollover fund, you will no longer be a member of CareSuper or have insurance cover through CareSuper. Different fees and costs apply to the eligible rollover fund, please contact AUSfund for details.

Contact details for CareSuper’s eligible rollover fund are:

PO Box 543
Carlton South VIC 3053

Phone: 1300 361 798
Fax: 1300 366 233
International Tel: +61 3 9814 6400

Temporary residents

CareSuper is required to pay the super of former temporary residents to the ATO if it has been more than 6 months since they departed Australia and their visa has expired or been cancelled.

The Trustee relies on relief from ASIC to the effect that it is not obliged to notify or give an exit statement to a non-resident in the above circumstances. Non-residents can apply to the Commissioner of Taxation to claim the unclaimed super under this Act. Visit for more information.

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You can download the Annual Report in PDF format here.

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