This Financial Services Guide (FSG) is an important document that provides you with information about our services, our representatives, and your rights as a client, including our complaints system, to help you understand our services. If you need more information about any matter in this document, please ask us. If you have not already received the relevant AvSuper Product Disclosure Statement (PDS), you can obtain one from our website or by calling us on 1800 805 088.

Financial services guide

1 July 2015


Things you should know before you get our advice

Who is the provider of the financial service given to me?

If you contact AvSuper by telephone, email or letter, advice will generally be provided to you directly by AvSuper Pty Ltd (“AvSuper”), the Trustee of the AvSuper Fund, through its representatives.

Who will be responsible for the advice given to me?

AvSuper holds an Australian Financial Services License under the Corporations Act 2001 and is liable for services provided by its representatives. AvSuper also holds Professional Indemnity Insurance cover which (subject to policy terms and conditions) extends to the conduct of employees who no longer work for AvSuper, but who did at the time of the relevant conduct or service. These arrangements meet the requirements of the Corporations Act 2001.

What financial services are available to me?

AvSuper and its representatives provide both personal financial advice and general financial product advice specific to superannuation, including AvSuper’s superannuation products.

Will I pay for the service?

The cost of providing general advice and financial advice about AvSuper accounts and options is included in the administration fee charged for AvSuper membership. We do not charge any additional fee for the first three requests for personalised AvSuper advice per year; after three requests we may charge a reasonable fee to cover our expenses.

More complex advice, such as retirement planning and Centrelink entitlements, may involve charges. These charges are dependent on your advice needs and will be explained to you before any advice is provided. Fees are a set dollar amount, not a percentage of your account, and may be paid directly by you or withdrawn from your super account.

At no time will commissions be paid by AvSuper for any advice provided.

How are AvSuper representatives remunerated?

Our representatives (including Directors and employees) receive a salary or Directors Fees related to their duties. They do not receive commissions, bonuses or other benefits or fees for the financial advice that they provide to you.

Do any relationships or associations exist which might influence AvSuper providing financial services?

No person or company is paid a commission or receives any other benefit for referring you to us.


When you get our advice

Will you give me advice which is tailored to my investment needs and financial circumstances?

AvSuper offers advice which is limited to your existing (or prospective) membership within the Fund. We generally cannot provide you with personal financial advice which is not related to your membership within AvSuper. Therefore you should consider the appropriateness of the advice, considering your full financial situation before acting on the advice or making an investment decision.

If you require access to a licensed financial adviser for your non-superannuation assets, please refer to the Financial Planners Association of Australia (FPA) website.

If you have a complaint

AvSuper is committed to handling complaints promptly and fairly, and manages complaints in the strictest confidence. If you have any complaints about the advice provided, you can contact us about your complaint. You can telephone 1800 805 088 or send your written complaint to The Complaints Officer, AvSuper, GPO Box 367, Canberra, ACT 2601 or email

Live Chat Support Software

Phone 1800 805 088 (Free call)