A survey commissioned by Super Consumers Australia has revealed that major pension funds, including AustralianSuper, are failing to meet basic customer service standards.Call centre data shows only one in ten members are connected to a representative within 15 minutes.

This comes as advocacy groups push the Albanese government to implement mandatory service standards for the sector, a proposal first introduced by former finance minister Stephen Jones in January 2025 but yet to progress.

The findings highlight ongoing concerns about accessibility and responsiveness in superannuation services, with critics arguing that consumers are being left without adequate support.

Despite repeated calls for action, regulatory measures remain stalled, prompting renewed pressure on policymakers to address systemic issues in the industry.

The report underscores a growing disconnect between service providers and members, raising questions about accountability and the need for stronger oversight mechanisms.