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Frequently Asked Questions (FAQs)

  1. Registration help
  2. Forms
  3. Data security
  4. My documents
  5. Client Login
  6. Updating details
  7. Pension payments

Registration help

Why isn’t the system recognising my personal details?

The first step of the registration process requires you to enter your details. These details must be entered exactly as they appear in our records (i.e. as they appear on your most recent statement from Aware Super).

If you’ve entered your details as they appear on your statement but the system still won’t let you proceed with registration, please call us on 1800 620 305.


Where do I find my Client ID?

Your Client ID is listed on all correspondence you receive from us, including your statement. You might also know your Client ID as your Client Code or Account ID.


What is my temporary password?

Your temporary password must be entered in the following format:

Enter the security code contained in your Welcome Email, followed directly by your year of birth (all spaces removed). Note, your security code is case sensitive.

For example:

  • If your security code is He2540 and you were born in 1950, you would enter He25401950
  • If your security code is Pr6789 and you were born in 1963, you would enter Pr67891963

Still having trouble? Please call us on 1800 620 305.


Why won’t the system accept my permanent password?

For security purposes, your permanent password must be between 8 and 16 alphanumeric characters and include upper and lower case letters, at least 1 number and at least 1 special character (i.e. !$%^&*).

If your password matches this criteria but the system still won’t let you proceed with registration, please call us on 1800 620 305.


Why isn’t the system recognising my phone number for the security check?

You can use a mobile phone or landline to complete the security check.

The number you enter must match the number we have on file for you and it could be affected by the inclusion of international codes, spaces and brackets.

Please call us on 1800 620 305 to confirm if the number we have on file matches the number you are entering online.

Alternatively you can log into our secure website to view the phone number we have on file.

If you are calling from overseas, please call us on +612 9333 9543.


Forms

I can’t find forms – where have they gone?

We’ve changed the way we manage forms. They are now accessed, completed and submitted online through the Aware Super secure website.

To access forms and complete a transaction online:

  • Login to the secure website and navigate to the Accounts tab
  • Click on the transaction section and select the transaction you wish to complete
  • Follow the steps to complete the process online.

Not registered for the secure site?

The Aware Super secure website makes it easy to keep track of your money and your investments with all the information you need in one secure location.

To sign up, go to retire.aware.com.au/registration and follow the prompts to create your account.

Once inside the secure website, you’ll be able:

  • View your account balances and investment information
  • Make transactions such as a withdrawal, switch or rollover
  • Manage the frequency of your pension payments
  • Access, complete and submit forms using e-signature
  • View your key documents and financial planning appointments
  • View and change landline phone number
  • View and change mobile number
  • View email address (for security reasons, you will need to call us on 1800 620 305 to change your email address)
  • Reset portal password
  • Change password

Don’t want to interact online?

We appreciate that you might not want to engage online. Simply call us on 1800 620 305 to complete the form over the phone and we’ll post it to you for signing.


Data security

Where do you store my information? How do I know it’s secure?

The nature of our business means that we may collect and hold a range of personal information and other information about you. We respect the privacy of individuals and are bound by the Australian Privacy Principles contained in the Privacy Act 1988 (Cth) (the Act).

It is important to us to keep your personal information secure. How we hold your information will vary according to the circumstances.

We may hold your information in a combination of electronic storage facilities (including secure computer storage facilities) and physical paper based files on our systems and premises or on the systems or premises of our service providers.

We take reasonable steps to protect your information from misuse, interference, loss and unauthorised access, modification or disclosure.

The information we hold about you is protected by physical, electronic and procedural safeguards and we also require our service providers to follow standards of security and confidentiality.

For more information on how we protect your data, please refer to our Internet Security Policy and/or Privacy Policy located on our website.


My documents

Where do I find my Statement of Advice?

To access your Statement of Advice, you need to login to the secure website and click on the My Documents tab (located on the homepage of the secure website) and follow the prompts.


Client Login

I am having trouble logging in

If you’re having trouble logging into the new secure website, it may be that you haven’t registered for our new secure website which went live in 2016.

Everyone – including users of the old portal – need to register for the new secure website.

To sign up, go to retire.aware.com.au/registration and follow the prompts to create your account.

If you’ve completed the registration but still can’t access the secure website, please call us on 1800 620 305.


Updating details

How do I update my details with Aware Super?

1. Update your details via the secure website

The easiest way to keep your personal details up to date with Aware Super is via our secure website. After logging in, navigate to the My Details tab where you can edit your phone number (mobile and landline), address and preferred communication options.

Please note that for security purposes you have to call us to update your email address.

If you don’t have a login for the secure website, you can sign up today by going to retire.aware.com.au/registration and follow the prompts to create your account.

Once inside the secure website, you’ll be able:

  • View your account balances and investment information
  • Make transactions such as a withdrawal, switch or rollover
  • Manage the frequency of your pension payments
  • Access, complete and submit forms using e-signature
  • View your key documents and financial planning appointments.
  • View and change landline phone number
  • View and change mobile number
  • View email address (for security reasons, you will need to call us on 1800 620 305 to change your email address)
  • Reset portal password
  • Change password

2. Update your details over the phone

If you don’t want to update your details via our secure website, please call us on 1800 620 305 and we can do it over the phone.


Pension payments

How do I alter my pension payments?

The Aware Super secure website gives you the ability to manage the date, amount and frequency of your pension payments.

You can nominate how often you’d like to receive your pension payment (fortnightly or monthly) and also the amount of your pension payments.

To alter your pension payments please complete the following steps:

1. Login to your account

2. Click on My Accounts

3. Choose the relevant Account

4. Locate ‘Pension Details’ in the left hand column

5. Amend the details to suit your preferences.