Service Update
We’re experiencing a high volume of calls to our contact centre that may result in a longer than normal wait time. We apologise for this disruption to our services.
Cyber fraud update
A number of superannuation funds, including AustralianSuper, recently reported an increase in suspicious activity on member accounts.
We identified suspicious activity in relation to around 600 of AustralianSuper’s 3.5 million member accounts. Criminals used stolen passwords and personal identity information from other sources to access accounts to commit fraud.
Unlike other recent cyber incidents reported in the media over the last few years, cyber criminals did not access our systems.
Keeping members’ money and data safe is our highest priority and we have taken immediate steps to safeguard members’ accounts, including:
- Locking impacted members accounts and where possible notifying them, via SMS or email
- Putting additional security controls in place for all members to protect their accounts. This includes temporarily restricting the ability to change bank account and contact details via the mobile app and online accounts. To do this, members will need to call us. We regret the inconvenience this will cause some members.
- We have reported this incident to – and are actively working with - the relevant authorities on a coordinated response.
If you think there has been suspicious activity on your account, such as a transaction you haven’t made or a change to your phone number, email or bank account details, please call us on 1300 300 273 8am-8pm (AEST) weekdays.
Unexpected account balance
If you see a reduction in your account balance you weren’t expecting, this does not necessarily indicate fraudulent or suspicious activity on your account.
Global markets are experiencing more volatility than usual, largely due to geopolitical events and US trade (tariff) policy. It’s important to remember that market ups and downs are a normal part of investing.
If you are concerned about suspicious activity or transactions, please call us on 1300 300 273 8am-8pm (AEST) weekdays.
For the latest on superannuation in volatile markets:
-
How do I know if my account has been affected?
Where possible, we have already contacted the approximately 600 members who may have been impacted by this incident, via SMS or email.
After checking your account, if you have any concerns about suspicious activity such as a transaction you haven’t made or a change to your phone number, email or bank details, please call us on 1300 300 273 8am-8pm (AEST) weekdays.
-
What are you doing about multi factor authentication?
AustralianSuper has an ongoing program of improving and enhancing cybersecurity measures as the nature and variety of cyberattacks change regularly. We already require two-factor authentication for a number of key interactions that members currently have with their accounts, and we are enhancing a range of security processes across our platforms.
We are in the process of introducing two-factor authentication for logins on the web portal, which we expect will occur within a month. It is already in place for logins on the mobile app.
-
Will you be compensating members who have lost money?
We have a policy for issues like this, which we decide on a case-by-case basis. We have now thoroughly investigated the incidents in which we’ve identified that money was transacted out of a member’s account and all of those members have been remediated. Remediations will be made from fund reserves. We are deeply sorry about the distress caused by this criminal attack and are working with affected members to help protect their accounts. -
Can I still access my account and services?
Yes, however we’re experiencing a high volume of calls to our contact centre that may result in a longer than normal wait time. In addition, member online accounts and the mobile app are experiencing a high volume of traffic that, along with some planned maintenance, may cause intermittent outages.
As an added security measure, we have temporarily restricted the ability to change bank account and contact details via the mobile app and online accounts. If you need to urgently change your bank account details, use the Change my details form. To change your email or phone numbers, please call us on 1300 300 273 8am-8pm (AEST) weekdays.
-
What steps can I take to protect my information and account?
To further safeguard your account:
- Log in to your account and change your password to a strong one you’ve never used before.
- Download the app, and set up a PIN, Touch ID or Face ID to increase your security.
- Check your transactions. If there are any unusual transactions on your account, call us on 1300 300 273, 8am-8pm (AEST) weekdays.
- Check that your details are correct, and if they have been changed against your knowledge, call us on 1300 300 273 8am-8pm (AEST) weekdays.
-
I have a Choice income account, will I receive my regular payments?
Yes you will. Regular payments have not been impacted.
-
Is there any impact to my super contributions being processed?
No, your super contributions via your employer or BPAY will be processed as normal.
-
How can I access financial advice?
Everyone’s financial journey is unique, so we offer access to a range of tools and advice options to suit your needs from online calculators and webinars, to simple and comprehensive financial advice.
-
How can I be kept up to date?
We understand that incidents like this can be concerning and we are committed to keeping members informed. Please refer back to this webpage for the latest information.
