Contact Prime Super

Frequently asked questions

• How do I access my super?

  Superannuation is money saved throughout your working life to provide for your retirement. There are strict laws governing how and when you can access your super known as conditions of release.

  You may satisfy a condition of release if you, for example:

  • have reached your preservation age and permanently retired
  • have reached your preservation age and begin a transition to retirement income stream (TTR)
  • have reached age 65
  • have an account balance under $200 and your employment has been terminated
  • qualify for early release based on compassionate grounds or financial hardship, or
  • are a temporary worker leaving Australia.

  See more information about accessing your super.

• I can’t access MemberOnline

  If you’re having trouble accessing MemberOnline, consider these helpful hints:

  1. If you’ve forgotten your password, click Find my login details and then Forgot password on the MemberOnline login page.
  2. If you can’t remember your member number, follow these steps.
  3. If you still can’t log in, call 1800 675 839 and we will help you.
• I want to update my details

  Log into MemberOnline, click My Profile, then choose Personal details where you can update things like your address and phone number.

  If you’re not registered for MemberOnline and/or you’d like to change your name or date of birth, please complete our form.

• I need advice

  We’re here to help you make the most of your superannuation. For general super enquiries, phone our team members on 1800 675 839 between 8am and 8pm AEST Mon-Fri or email us here. For anything more, book a time to talk with a super specialist.

Questions about super payments

• How much super should my employer pay into my account?

  From 1 July 2024, the superannuation guarantee is 11.5% of your earnings, excluding overtime. This amount will increase each year until 1 July 2025.

• How often should super be paid?

  Your employer must make your super payments at least once every quarter. Payments must be paid by the 28th day of January, April, July, and October each year. However, your employer might pay more frequently if they choose. From 1 July 2026, your employer will have to pay your super at the same time as your salary or wages.

• How can I be sure my super is being paid?

  To check your super has been paid, log into MemberOnline or download our app and view your transactions.

• What happens if my super is not paid?

  Ask your employer which fund they're paying your super into. If you believe your employer is unlawfully withholding your super, you can report them to the ATO.

• Can I put my own money into super?

  Yes, you can have a super account and contribute to your super at any time, even if you aren't working, or you’re self-employed. 

It's quick and easy to join Prime Super online

Join here

You can also join using the application form at the end of your relevant product disclosure statement.

Why join Prime Super?

Before joining any super fund, consider your own needs and what's important to you. Prime Super is a profit-to-members super fund. We’re committed to making the right decision for members every time, and we return profits to our members.

We're small enough to care, and large enough to deliver long-term outcomes for our members.

We offer:

• choice and flexibility with 11 different investment options
• a track record of strong long-term performance*
• access to a team of super specialists at no extra cost to members
• award-winning products**, and
• a range of flexible and cost-effective insurance options.

* Past performance is not a reliable indicator of future performance

** Canstar 5-star Rating for Outstanding Value Account Based Pension for our Retirement Income Stream product, 6 years in a row (2018 to 2023)

AAA Quality Rating from Rainmaker Information for our Super Division and Income Stream in 2022 and 2023

WeMoney Best for Customer Experience 2022 and 2023.

Tell your employer where to pay your super by sending them a completed Choice of fund form.

You can also use the Prime Super app to let your employer know you’ve changed funds and are now with Prime Super. Simply select 'Update employer' at the bottom of the Super page.

Wherever you are in Australia, we have a Relationship Manager on the ground to provide you with face-to-face service and help make your partnership with Prime Super easy and enjoyable.

We don’t just offer super products, but insights and support. A partnership with us involves a commitment to working with your team to understand all things super.

Employer consultants

• New South Wales

    Sydney & Southern NSW

    Mark Redman
    0488 448 552
    mredman@primesuper.com.au

  ---

    Sydney, NSW
  

    Gil Sebbag
    0468 308 820
    gsebbag@primesuper.com.au

  ---

    Central & Hunter Region NSW

    Michelle Holland (née Murray)
    0438 256 580
    mholland@primesuper.com.au

  ---

    Sydney, NSW

    Jim Docherty
    0459 846 312
    jdocherty@primesuper.com.au

   

• Victoria

    Melbourne, VIC

    Billie Atanasova
    0403 714 606
    batanasova@primesuper.com.au

  ---

    Western Region, VIC

    Peter Hughes
    0429 532 041
    phughes@primesuper.com.au

  ---

    Melbourne, VIC

    Mark Wall
    0499 700 226
    mwall@primesuper.com.au

   

  ---

    Eastern & Metro Melbourne, VIC

    Natasha Torjussen
    0488 441 880
    ntorjussen@primesuper.com.au

   

• Queensland

    Brisbane, QLD

    Louie Gorgijeski
    0455 951 126
    lgorgijeski@primesuper.com.au

  ---

    Brisbane, QLD

    Richard Monroe
    0488 999 711
    rmonroe@primesuper.com.au

   

• South Australia

  Chris Pole

  0488 588 233
  cpole@primesuper.com.au

   

  ---

  Tania De Palma

  0460 961 530
  tdepalma@primesuper.com.au

   

• Western Australia

  Radek Kotlarczyk

  0429 410 426
  rkotlarczyk@primesuper.com.au

   

• Australian Capital Territory

  Carl Wilson

  0476 587 245
  cwilson@primesuper.com.au

   

• Northern Territory

  Chris Pole

  0488 588 233
  cpole@primesuper.com.au

   

  ---

  Tania De Palma

  0460 961 530
  tdepalma@primesuper.com.au

   

• Tasmania

  Chris Pole

  0488 588 233
  cpole@primesuper.com.au

   

  ---

    Natasha Torjussen

    0488 441 880
    ntorjussen@primesuper.com.au

   

Feedback, enquiries, and complaints

Contact us with your questions and feedback. If you wish to lodge a complaint about the fund or its administration, please write to:

• Complaints

  The Complaints Officer
  Prime Super
  Locked Bag 5103
  Parramatta NSW 2124

  Phone: 1800 675 839
  International: +61 3 9067 2233
  Email: administration@primesuper.com.au

  We respond to all queries and complaints as quickly as possible and aim to get back to you within one business day.

  Complex matters can take longer. We aim to resolve any complaint within 45 days and update you every 28 days as your matter progresses.

  If you’re unsatisfied with our response to your enquiry or complaint or if you do not receive our reply within 45 days, you may choose to contact the Australian Financial Complaints Authority (AFCA) and ask for your concerns to be reviewed.

• Australian Financial Complaints Authority

  Australian Financial Complaints Authority
  GPO Box 3
  Melbourne VIC 3001

  Phone: 1800 931 678 (free call)
  Email: info@afca.org.au
  Website: afca.org.au

  AFCA is an independent body established to resolve superannuation and advice complaints made by members and beneficiaries. AFCA provides fair and independent financial services complaints resolution services that are free to consumers.

  Please note that there are time limits for lodging certain complaints, such as those relating to the payment of a death benefit. If you’re unhappy with our proposed death benefit distribution decision you must lodge an objection with us within 28 days. If you’re unhappy with our final distribution decision you must complain to AFCA within 28 days of being notified of it.