Before you contact us:
- ensure your system is working as expected, including with your digital service provider (DSP) – for technical issues, your DSP should raise a request via Online services for DSPsExternal Link
- check common queries
- make use of existing self-help tools, such as
For queries that you can't resolve, contact the relevant team. The primary contact points below should be the first point of contact unless your enquiry requires specialist advice.
Your enquiry should include:
- the subject matter
- all relevant background on the issue, including any records such as emails and other forms of contact you have had with us on the issue.
If you're not sure where to direct an enquiry, lodge a request using the Super Enquiry Service.
Primary contact points
For any operational enquiries, contact Super CRT using the Super Enquiry ServiceExternal Link (Google Chrome or Mozilla Firefox are recommended).
If you are unable to access the service, you can find out how on Accessing Super Enquiry Service for APRA funds.
Consultation and co-design enquiries
For consultation and co-design topics including early stage or new policy projects, email Super&EmploymentConsultation@ato.gov.au.
Digital service provider enquiries
For enquiries relating to the development of tax and super software, raise a request via Online services for DSPsExternal Link.
Law interpretation enquiries
For advice on the application of the law to a specific individual or group of taxpayers or clients contact Super CRT using the Super Enquiry ServiceExternal Link and select ‘Other’.
You can access a wide range of guidance and we regularly update our products to suit most taxpayers or groups, see:
Email SuperStreamStandards@ato.gov.au for data and payment standard enquiries, including:
- technical queries.
For enabling services – SuperMatch and fund validation service enquiries, email SPREnablingServices@ato.gov.au.
Secretariat for cross-agency forum for innovative retirement income stream products
For enquiries email firstname.lastname@example.org.
Responding to your enquiry
When you send an email to one of our mailboxes, we will reply with an acknowledgement. It will include the team's service level agreement (SLA) for timeframes in resolving enquiries (in development for specialist contact points).
If needed, the mailbox will negotiate with downstream stakeholders to work towards resolution within the SLA's timeframe. They will also provide a progress update if the enquiry is unresolved within the expected timeframe.
The area actioning the enquiry will send the final advice directly to you.
If you need further clarification, send a follow-up email to the mailbox you received the response from.
It is important to remember the internet is not a secure environment. We don't control the path of emails, so privacy of personal information can't be guaranteed. If you choose to email us, you need to be aware of this risk.
Allow enough time for us to resolve the issue (in line with the SLA in your acknowledgement reply) before you re-escalate an issue.
If you need to re-contact a mailbox:
- send a follow-up email to the mailbox you originally contacted
- copy in (CC) the original mailbox if you are escalating to another contact point.
Note: No reply will be provided where a mailbox is CC'd into an email.
Received a payment but not a rollover message
In most cases, funds should receive the payments or messages (or both) on the same day. If a fund does not receive a corresponding message on the same day:
- where there is a technical issue and a message couldn't be sent, we'll contact the fund to advise
- if there's a delay with a corresponding message, all attempts will be made to get the message to the fund within 7 business days of the date on which the fund received the payment.
Funds should follow up by lodging a request using the Super Enquiry Service about the delayed message if they haven't heard from us after more than 7 business days after receiving a payment. Any enquiries before that time will receive a response that the matter is still under investigation.
Payments from us might also relate to income tax, integrated client account or other accounts. So we encourage you, or an authorised contact or tax professional, to check the details of the payment in Online services for business before making an enquiry using the Super Enquiry Service.
No outcome response following a rollover or contribution lodgment
The course of action depends on whether the fund’s gateway got a technical receipt after lodgment:
- if a technical receipt was not received, the gateway provider should resend the message
- if a technical receipt was received, lodge a request using the Super Enquiry Service with details of the technical receipt.
No super contribution showing on myGov
The fund should check:
- the amounts reported for the member in Online services for business
- if the contribution is not in Online services for business, check with their gateway that the necessary technical receipts and business responses (where relevant) have been received.
If these have not been received, their gateway should follow-up by raising a request via Online services for DSPsExternal Link.
If everything appears correct in Online services for business and at the fund’s gateway, the fund should. lodge a request using the Super Enquiry Service.
For more information on super enquiries and support available, see:APRA-regulated superannuation funds can contact us with enquiries and for support.