Financial services guide

1 November 2018

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. 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.

You can also contact us to provide any special instructions by telephone on 1300 128 751 or in writing to AvSuper, PO Box 223, Civic Square, ACT 2608 or email

Will I pay for the service?

Factual information or general advice is provided to members at no extra charge. The cost of providing these services is included in the administration fee charged for your AvSuper membership. We do not charge any additional fees or obtain any commissions for this service.

We also provide members with personal advice that takes into account your individual circumstances and needs. We will advise you upfront what fees you will pay before we provide the services. The fee that you will be charged will depend on the level of complexity of the personal advice that you require, allowing for the time required to gather and consider information about you, determine your financial needs, perform research, prepare a Statement of Advice and assist you in implementing any recommendations.

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

How are AvSuper representatives remunerated?

Our representatives receive a salary 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 1300 128 571 or send your written complaint to The Complaints Officer, AvSuper, PO Box 223, Civic Square, ACT 2608 or email If your complaint is unanswered or not resolved to your satisfaction within 90 days, you may have the right to refer it, at no charge, to the Australian Financial Complaints Authority (AFCA) on 1800 931 678, via email to or by mailing AFCA, GPO Box 3, Melbourne, VIC 3001.

Phone 1300 128 751 (Local call)