Terms and Conditions

These terms and conditions apply to QSuper Member Online and the QSuper app ('Member Online'), and your use of and access to these services.

QSuper Member Online is a secure member site owned by Australian Retirement Trust Pty Ltd ('Trustee') (ABN 88 010 720 840, AFSL 228975) as trustee for Australian Retirement Trust ('the Fund') (ABN 60 905 115 063). The QSuper app is a downloadable device application that allows QSuper members to access information about their super account and carry out certain transactions. Member Online and the QSuper app will only show transactions for QSuper members in Australian Retirement Trust. Unless we tell you otherwise, Member Online, the QSuper app, information and all QSuper products are issued by the Trustee.

Member Online is available for access and use only by QSuper members and those individuals who have submitted an application to the Trustee to join the Fund. Member Online can only be accessed after completing the registration process. You will become a registered user of Member Online and be entitled to access and use Member Online when your registration is accepted by us. Certain Member Online functions may require you to undergo further identification verification steps in order to access those functions, and access to those functions will only be granted when these further steps have been completed to our satisfaction.

These terms and conditions apply to Member Online and the QSuper app, and your use of these services. Please read these terms and conditions carefully before using these services. By signing into Member Online, you accept and agree with these terms and conditions and the disclaimer.

You must not use Member Online or its content in any manner or for any purpose which is unlawful or in any manner inconsistent with these terms and conditions. Additional specific terms may also apply, and these are set out after these general terms. We reserve the right to deny or refuse access to any person where required by law or where reasonable to protect our legitimate interests.

In these terms and conditions:

a. 'Member Online' refers to both our web-based secure member site and the QSuper app

b. 'You', 'your' and 'yours' refers to the registered person(s) accessing Member Online

c. When we say 'we', 'us', 'our', we are referring to the Trustee, the Fund, or the Australian Retirement Trust entities, unless the context we are using it in suggests otherwise. ART Group Services Limited (ABN 50 125 248 286, AFSL 334546), QInvest Limited (QInvest) (ABN 35 063 511 580, AFSL 238274), and QInsure Limited (QInsure) (ABN 79 607 345 853, AFSL 483057), are referred to as 'the Australian Retirement Trust entities', and ART Group Services Limited, QInvest, and QInsure are wholly owned by the Trustee as an asset of the Australian Retirement Trust

d. 'Account' or 'super account' refers to your QSuper superannuation account

e. 'Adviser' means an accountant, financial planner, solicitor, or any other person enlisted to provide you with financial advice in a professional capacity

f. 'Force majeure' or 'force majeure event' means an act of God, lockout or other interference with work, war declared or undeclared, blockade, disturbance, lightning, fire, earthquake, storm, flood, explosion, governmental restraint, expropriation, prohibition, intervention, direction or embargo, and any other cause, which is not reasonably within our control

g. 'Internet protocol address' or 'IP address' is the unique number given to each device connected to a network, which can be used to identify your device and device location

h. 'Personal identification number' or 'PIN' means a number to confirm your identity and gain access to a digital system

i. 'Access codes' include your password, PIN, and biometric identifiers such as Face ID, Touch ID, facial recognition, and fingerprint login for both iOS and Android devices

j. 'QSuper website' refers to our public website: https://qsuper.qld.gov.au/

1. General terms

1.1 Changes to terms and conditions

We reserve the right to change these terms and conditions at any time and will provide reasonable notice to you (via Member Online, email or other reasonable channels) where the changes are material. We will use our best endeavours to provide 14 days' prior written notice, however, if the changes are required by law or to be made urgently, then we will endeavour to provide notice as soon as reasonably practicable. We may also issue you with additional terms and conditions under exceptional circumstances where access is granted to a third party (e.g. due to a QCAT order), at our discretion. Where significant changes are made, you will be required to re-accept the terms and conditions. If you are not happy with a variation of the terms and conditions made by us, you can stop using Member Online and cancel your registration in accordance with clause 1.8. However, any subsequent access to, or use of, Member Online by you will constitute an acceptance of those modifications.

1.2 Change of functionality

We will endeavour to inform users about material changes to functionality, through Member Online, via email or other reasonable channels. We reserve the right to change the functionality of Member Online at any time without prior written notification where necessary to comply with law or where necessary for our legitimate business interests.

1.3 Electronic communications

It is a requirement of Member Online that you provide a valid email address, and inform us if you change it. You agree to receive emails in relation to your use of Member Online.

You agree that where we are required by law to provide you with a document, we may provide that document electronically (whether provided on or through links on Member Online or via email). We may also make this information available or send you a notification by SMS or through the app. The information we will make available in this way includes significant event notifications, financial services guides, product disclosure statements, your benefit statement, our annual report, statements of advice, and exit statements. We recommend that you print a copy of any document provided or file it electronically for future reference.

If we send a communication on, or with a link to, Member Online, you will be taken to have received it unless we have been negligent, fraudulent or engaged in wilful misconduct in sending the communication.

You may opt out or change your preferences for future communications at any time through Member Online, or by contacting us.

Please note that if you have already opted out of receiving this information electronically, we will continue to send it through the post.

1.4 Availability

We will endeavour to provide access to Member Online on a 24-hour basis; however there may be times when Member Online is unavailable due to scheduled maintenance, or for other reasons such as force majeure. Where reasonably practicable, we will give you reasonable prior notice of any unavailability. You should take this into account in time-sensitive circumstances, such as when you need to provide information to us by a particular date or time.

1.5 Personal details & payment instructions

You acknowledge that:

It is your sole responsibility to ensure that any personal and bank details that you enter into Member Online or otherwise provide to us are correct and up-to-date
If you change your contact details in Member Online, we will send you a notification email confirming a change has occurred
We are not required to verify your personal or bank details or to update these unless we are instructed to do so by you or are required by law
Where funds have been incorrectly applied as a result of incorrect or out-of-date personal or bank details, to the extent permitted by law, we will not assist with the tracing of funds, unless we have been negligent, fraudulent or engaged in deliberate misconduct
To the extent permitted by law, we disclaim liability for any and all losses, costs, charges, and expenses you or any other person suffers as a result of your personal or bank details being incorrect or out-of-date on Member Online, including in relation to the incorrect application of funds, unless as a result of our negligence, fraud or deliberate misconduct
Payments may be declined if there are insufficient cleared funds in the account from which you are requesting a payment when you tell us to make this payment (including when future payments become due).

1.6 Security and log on information

1.6.1 Accessing Member Online

When you access Member Online you will be required to set up a username and password that’s unique to you.

When you first log in to the QSuper app, you will be required to set up a personal identification number ('PIN') and, if your device is compatible, a biometric identifier for greater convenience.

'Access codes' includes your password, PIN, mobile passcodes and biometric identifiers such as Face ID, Touch ID, facial recognition, and fingerprint login for both iOS and Android devices. In combination with your username, your access codes are the keys to your account and allow anyone who correctly uses them to conduct transactions or operations in Member Online.

You may need to complete additional security verification checks to access funds or perform other transactions within Member Online. You acknowledge and accept that we cannot verify whether the user of correct log on information is a registered user of Member Online. Any actions by a person using that log on information and password will be deemed to be made by you or with your authority.

1.6.2 SMS Security Codes

When we need additional security checks to process your online requests we may send an access code by SMS to your mobile phone number that is recorded with QSuper. If you change your mobile number please update your QSuper contact details accordingly. You’ll need to promptly enter the received access code into Member Online for the transaction to be processed.

We recommend you give us a mobile phone number used only by you. If the mobile phone is also used by other people, they may receive, or be able to access your SMS access codes and use them to access Member Online or the QSuper app.

We don’t charge you a fee for sending SMS access codes to your mobile phone. However, your mobile phone service provider may impose fees and charges, including fees and charges for sending and receiving SMS messages. The payment of any such fees and charges is the responsibility of the mobile phone account holder. If you have any concerns regarding such fees and charges speak with your service provider.

1.6.3 Your responsibilities

You acknowledge that:

It is your responsibility to ensure that the device(s) you use to access Member Online are both physically and electronically secure. This would include installing and maintaining appropriate, up-to-date anti-malware software and keeping operating systems and apps updated to the latest version.
It is your responsibility to protect your usernames and access codes from becoming known to a third party.
You must not share your usernames and access codes with anyone, including family, friends, account aggregators and advisers.
You must ensure that your access codes are not written down or stored together with or on a personal device that could be used for accessing Member Online.
You must not allow other people to store fingerprints or appearances (for facial recognition) on your device. If someone else's biometric identity is stored and recognised on your device, you are responsible for any actions they take on your account.
You must notify us immediately if you know or suspect that any of your access codes have become known to a third party, or if you know or suspect any unauthorised use of your password.
We do not guarantee the delivery of communications over the internet as such communications rely on third party service providers. Electronic communications (including email) are vulnerable to interception by third parties and, to the extent permitted by law and provided we have not been negligent, fraudulent or engaged in deliberate misconduct, we do not guarantee the security of these communications or the security of Member Online.
By downloading any communications from the QSuper website or Member Online, you are responsible for the secure storage and distribution of this information. Please ensure your device storage is encrypted.

If you choose not to comply with these terms and conditions, you are solely responsible for unauthorised actions for any activity or loss carried out by unauthorised persons who use your access codes.

You are responsible for any access to Member Online as a result of use of your access codes, including any use you have not approved (including where such use involves an unauthorised or fraudulent act), unless your access code has become known or accessed by a third party as a result of our negligence, fraud or deliberate misconduct.

You must notify us immediately if you know or suspect:

Your login information or password have been compromised, lost, or misplaced
Unauthorised access or transactions have occurred on your account
Devices you use to access Member Online have been compromised (e.g. by malware)
A device used to receive SMS access codes or access the QSuper App has been lost, stolen or misused
Or for any other reason where another person may have been in a position to access your account.

You call our contact centre immediately
Your access codes and username are changed
The mobile device is de-authorised for app access
The mobile number on your account is updated (if applicable).

We advise you to:

Only access Member Online from secure private devices and networks. Public computer terminals or publicly available networks (including public wifi hotspots and hotel wifi) are at higher risk of compromise and unauthorised use. They should be avoided or, at minimum, only used with other preventative security precautions.
Choose passwords that are hard for someone else to guess. Do not include any sensitive or identifiable personal information such as driver's licence number, date of birth, client number, etc.
Avoid using 'autocomplete', 'remember me', or 'stay logged in functionality' in browsers.
Log off immediately when you are finished accessing your account.

1.7 Termination and denial of access

We can cancel or suspend your access to Member Online at any time without notice, where necessary to comply with law, to protect our legitimate interests or acting consistently with our duties as Trustee. All indemnities by you, and disclaimers and limitations of liability by us, will continue after termination.

We reserve the right to end support for specific devices, operating system versions, browser versions, and app versions. We may do so due to practicality (e.g. cost to support a declining user base) or security reasons. You should ensure your operating system, browser version and app versions are kept up to date.

1.8 Cancellation

You may cancel your registration with Member Online by notifying us and we will terminate your access within 5 business days.

1.9 Warranties

We warrant that we will use reasonable efforts to ensure the information we provide through Member Online is accurate, current, and complete. Subject to any rights under law which cannot be excluded, and provided we have not been negligent, fraudulent or engaged in deliberate misconduct, the sole remedy for breach of this warranty is the rectification of any inaccurate information upon notice by you of the inaccuracy or error.
Subject to any rights under law which cannot be excluded, each party confirms that it has not relied on any other written representation, description, illustration, or specification that is not expressly stated in these terms and conditions, in relation to use and access of Member Online.

1.10 Limitation of liability

To the extent permitted by law and subject to clause 1.10(5), we exclude any liability (including in tort or for any other common law or statutory action) for any loss, costs, charges, and expenses suffered or incurred by you directly or indirectly arising as a result of:

The use of Member Online by you, any other user, or any other person who uses Member Online on your behalf (including where such use involves an unauthorised or fraudulent act)
Your breach of these terms and conditions
Us acting in accordance with any actions that appear to be given by you, including:
1. Actions that are unauthorised or fraudulent, or
2. Any request made by you that we stop an action from being processed
Any unauthorised access by third parties to Member Online or to the information contained or functionality available on Member Online
The failure of Member Online to perform any function that we have specified it will perform (including any failure as a result of a disruption to any telecommunications service, power supply, or internet connection)
Any reliance on, use of, or inability to use any information displayed or functionality available on Member Online
Any technical or service difficulties or processing delays in relation to Member Online, including processing delays
Any technical or service difficulties or processing delays caused to any computer, associated equipment, software or data, or
Any matters arising from data corruption, breaches of data or security, defects in transmission, or viruses.

Where our liability cannot be excluded under any law, our liability will be limited, to the extent possible under law, to either:

The costs of re-supplying any functionality provided on Member Online or a requested action to you, or
Paying you the cost of re-supplying any functionality provided on the Member Online or a requested action to you.

To the extent permitted by law, we are not liable to you or to any other person for:

Unauthorised use or any losses or damages of any kind caused by or resulting from any wrongful, wilful, or negligent act or omission by you, any other users of Member Online, or any other person, or
Any direct or indirect lost profit or revenue, exemplary damages, deletion, or corruption of electronically or digitally stored information, or without limiting the foregoing, any indirect or consequential loss or damage, howsoever described or claimed

Nothing in this clause 1.10 limits our liability with respect to damages for personal injury, including sickness and death.
You may have rights and remedies under law that cannot be excluded. Subject to clause 1.14, nothing in these terms and conditions is intended to exclude, restrict or modify:

the application of any provisions of the Competition and Consumer Act 2010 (including the Australian Consumer Law), Australian Securities and Investments Commission Act 2001, or any equivalent State or Territory legislation;
the exercise of any right conferred by such provisions; or our liability for a breach of a condition or warranty implied by such a provision; or
any liability arising due to our negligence, fraud or deliberate misconduct.

1.11 Copyright and trademarks

Any reference to "QSuper" is a reference to the Government Division of Australian Retirement Trust.

All copyright, rights, and interest in this website are owned or controlled by the Trustee of Australian Retirement Trust. The QSuper website and Member Online contains a number of registered trademarks which are owned by the Trustee of Australian Retirement Trust, or are used with the permission of the registered trademark owners.

You agree to use Member Online and its contents solely for your own non-commercial use and benefit, and not for resale or other transfer or disposition to, or use by or for the benefit of, any other person. You must not republish, redistribute, copy, frame, modify, interfere with the working of, reverse engineer, remove, paste onto, link to or from another website, any part of the QSuper website or Member Online, or in any way exploit any part of the QSuper website, Member Online, or the content.

1.12 Privacy

Use of Member Online is subject to our privacy policy. Our privacy policy sets out the information about the collection, use, disclosure, and storage of your personal information.

We take protecting your privacy seriously. We have practices in place to ensure we comply with the Privacy Act 1988 when we collect, use, disclose, and store your personal information.

We will use your email address to communicate with you via email. Any other information collected by us in connection with your use of Member Online will be used to provide the action you have requested. Access to and correction of any of your information held by us is available on request.

Cookies are small text files that may be stored on your computer and collect information on how you use our website. We use technologies, such as cookies, to customise content and advertising, to provide social media features, and to analyse traffic to the site. We also share information about your use of our site with our trusted social media, advertising, and analytics partners.

We expressly reserve the right to monitor and track any and all use of Member Online and collect data about you. This may include but is not limited to:

Device information, such as your operating system type and version number, manufacturer and model, device installation ID and app version, tokens, Advertising ID, browser type, screen resolution, and other information about the device you are using to access Member Online
Information about how you use Member Online and interact with us, including transactions or requests you submit, and the pages you view in Member Online or on our website
Your internet protocol ('IP') address (and the associated country in which you are located) for systems administration, troubleshooting, and reporting.

We will collect personal information if you commence or submit an application online, or otherwise knowingly provide us with personal information.

1.13 Disclaimer

The information on the QSuper website and Member Online has been prepared for general purposes only, without taking into account your financial objectives, situation, or needs, and should not be relied on as legal or taxation advice, nor does it take the place of such advice, so it may not be appropriate for your circumstances. As a result, you should consider the appropriateness of the information for your circumstances and read the relevant product disclosure statement (PDS) before making an investment decision, and you should consider seeking advice from a financial adviser. You can download the relevant PDS or guide, or call us and we’ll send you one. Please note that all investments carry some risk, and past performance is not a reliable indicator of future performance.

1.14 Force Majeure

Despite any other provision in these terms and conditions, if we are unable to perform or are delayed in performing an obligation under these terms and conditions by reason of an act of God, lockout, or other interference with work, war declared or undeclared, blockade, disturbance, lightning, fire, earthquake, storm, flood, explosion, governmental restraint, expropriation, prohibition, intervention, direction, or embargo, and any other cause, which is not reasonably within our control ('force majeure event'), and notice has been given to you as soon as reasonably practicable:

That obligation is suspended by only so far and for so long as it is affected by the force majeure event
We will not be responsible for any loss or expense suffered or incurred by any other party as a result of, and to the extent that, it is unable to perform or is delayed in performing its obligations because of the force majeure event
The time for performing that obligation is extended by the duration of the force majeure event, and
We will take all reasonable steps to avoid, remove, or limit the effects of the force majeure event on our performance of the suspended obligations as quickly as possible (however, this does not require us to settle any strike or other labour difficulty on terms contrary to our wishes).

1.15 Severability

If any provision of these terms and conditions is deemed unlawful, void, or for any reason unenforceable, then that provision will be deemed severable from these terms and conditions and will not affect the validity and enforceability of the remaining provisions.

1.16 Governing law

These terms and conditions, the information in Member Online, and all matters relating thereto, are governed by and to be construed in accordance with the laws of Queensland and are within the exclusive jurisdiction of the Australian courts.

1.17 Anti-money laundering and counter-terrorism financing obligations

In order for us to meet our regulatory and compliance obligations, we will review and may increase the levels of control and monitoring we perform on member accounts and online activity. You should be aware, and agree that:

To the extent permitted by law, transactions may be delayed, blocked, frozen (which may include isolating funds and moving them into a separate account), or refused where we have reasonable grounds to believe that they or the person requesting the transaction may breach Australian law or sanctions (or the law or sanctions of any other country) or involve dealing in the proceeds of crime. Where transactions are delayed, blocked, frozen, or refused, we and our correspondents are not liable for any loss you suffer (including consequential loss), howsoever caused in connection with your use of Member Online.
Where member funds have been determined to involve the proceeds of crime, we may provide such funds to law enforcement agencies, to the extent permitted by law.
We may from time to time require additional information from you to assist us in the above compliance process, and you must provide that information.
Where legally obliged to do so, we will disclose the information gathered to regulatory and/or law enforcement agencies, other financial institutions, service providers, or other third parties.
Your information (including name, date of birth and address) may be disclosed to electronic-based customer verification service providers in order to verify your identity. We may re-verify your identity from time to time. If we cannot verify your identity, we may refuse provision of a service or request to the extent permitted by law.
We will use the information you have supplied to undertake customer screening to ensure we comply with anti-money laundering and counter-terrorism financing and sanctions laws.
We may request further information from you from time to time to verify your identity, your claims or statements, and source of funds or source of wealth (such as requesting a bank statement or Australian Taxation Office notice). If you do not provide this information, we may refuse provision of a service or request, to the extent permitted by law.

To the extent permitted by law, you provide us with the following undertakings and indemnify us against any potential losses arising from any breach by you of such undertakings:

You will not initiate, engage in, or effect a transaction that may be in breach of Australian law or sanctions (or the law or sanctions of any other country), and
To the best of your knowledge and belief having made reasonable inquiries, the underlying activity / product for which Member Online is being provided does not breach any Australian law or sanctions (or the law or sanctions of any other country).

2. Further information

Call:
1300 360 750
8am - 6pm AEST (7am - 5pm AEDT)
Monday to Friday
+61 7 3239 1004 (international)

Email:
Contact us online

Mail:
QSuper Member Services
GPO Box 200
Brisbane Qld 4001

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