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October 31 2020

COVID-19 Update:

Please bear with us.

We are experiencing higher than usual call volumes, email enquiries and extended wait times. If you need to speak with us, we will do our best to get back to you in a timely manner.

We provide a range of online information, resources and self-service options for members throughout our website. We encourage you to visit our FAQ page before calling, as you may find what you're looking for there.

We apologise for any inconvenience.

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06.08.2020 - Update on the Victorian Government's Stage 4 restrictions

The ESSSuper service centre will continue to operate throughout Stage 4 restrictions. Our digital capability enables us to service our members and ensure all applications and cash withdrawal requests continue to be processed within our standard timeframes.

Please note, following COVID-19 work restrictions we will no longer accept or issue cheques, with all payments now processed online consistent with our digital transformation strategy. Members’ EFT details will be required to process payments. To update your details please complete the relevant ‘Cash Withdrawal’ form found on our forms page.

Members can make contributions to ESSSuper accounts at any time through BPAY. To find your BPAY details please log into your Members Online account.

07.07.2020 - Video and phone appointments

As the world comes to terms with the effects of COVID-19, we want to assure you that our focus remains on delivering the best retirement outcomes for our members. So if you’d like to discuss your super and the options available to you at this time, we’re ready to help.

To ensure the continued safety of our staff and members in this current climate, we’ve made some changes to how we meet. Our Education and Advice teams are now engaging with members through video and phone appointments. Video meetings are convenient, secure and can be done from the comfort of your own home. So, if you’d like to book an appointment please call us or complete this form, and one of our consultants will be in contact with you.

16.03.2020 - Office Closure for member access

The global spread of COVID-19 is affecting every one of us. At ESSSuper, we are people first, and we do what we do with the belief that the protection of people is of the utmost importance.

The most effective way to minimise the risk of virus transmission is to reduce density and maximise social distancing. As rates of new infections continue to grow, we’re taking additional steps to protect our staff and members. It is with this in mind that from Wednesday 18 March, we will be closing member access to our William Street Melbourne office, whilst this pandemic continues.

We are committed to providing exceptional service to our members. Our online functionality remains, and our contact centre will still be open. We have implemented video conferencing and telephone support for financial advice and education as well.

We would like to genuinely thank you for your continued understanding as we all manage these challenging conditions together.

If you're unable to find the answer on our website, or if you'd like more information, we are here to help.

Online enquiry: Submit enquiry

Phone: Emergency services members
1300 650 161
(8:30am to 5:00pm, Monday to Friday)

State super members
1300 655 476
(8:00am to 5:00pm, Monday to Friday)
Outside Australia: Emergency services members
+61 3 8684 4573

State super members
+61 3 8684 4572

Postal address: GPO Box 1974
Melbourne Victoria 3001
Location: Level 16, 140 William St, Melbourne
Reception is attended from 8:00am to 5:00pm, Monday to Friday


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Making a complaint

At ESSSuper, we are committed to serving members and are recognised leaders in member satisfaction. As an ESSSuper member, you are our highest priority. If you aren't satisfied with the service you are receiving from us, please call us so that we can resolve your issue. If you are still not satisfied, please let us know so we can rectify the situation and serve you better. Learn more about making a complaint.

Making a Protected Disclosure 

The Public Interest Disclosure Act 2012 aims to protect people who report improper conduct by public officers and public bodies. If you would like to make a Public Interest or if you seek to make an enquiry please contact the Public Interest Coordinator on (03) 8684 4547. For more information refer to the Public Interest Disclosure Policy (PDF 637.9KB) or the Public Interest Disclosure Procedure (PDF 454KB).