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's Member Online is a secure member site owned by the QSuper Board (ABN 32 125 059 006 AFSL 489650) (‘The Board) as trustee for QSuper (ABN 60 905 115 063) ('The Fund') The QSuper app is a downloadable device application that allows QSuper members to access information about their super account and carry out certain transactions. Unless we tell you otherwise, Member Online, the QSuper app, information and all products are issued by the QSuper Board as trustee for QSuper.

Member Online is available for access and use by QSuper members only and those individuals who have submitted an application to the QSuper Board 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 ('Member Online'), 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, as well as the QSuper privacy policy and the QSuper 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 to refuse access to any person at our discretion.

In these Terms and Conditions:

a. 'Member Online' refers to both QSuper's 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’, ‘QSuper’, or ‘the QSuper Group’, we are referring to the QSuper Board, QSuper Limited (QSL) (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), unless the context we are using it in suggests otherwise. QSL, QInvest, and QInsure are ultimately owned by the QSuper Board as trustee for QSuper;

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

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 the control of QSuper;

g. 'Internet protocol address' or 'IP address' is the unique number given to each device connected to a network. This 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. We may also issue you with additional Terms and Conditions, for example under exceptional circumstances where access is granted to a third party (e.g. due to a QCAT order) at QSuper's discretion. Where significant changes are made, you will be required to reaccept the Terms and Conditions. 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 changes to functionality before they come into effect, through channels deemed appropriate by QSuper. We reserve the right to change the functionality of Member Online at any time without prior written notification.

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). 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 so provided or file it electronically for future reference.

You agree not to dispute the validity or enforceability of electronic communications and you will be taken to have received such communications whether or not you access the communications on Member Online.

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.

1.5 Personal details & payment instructions

You acknowledge that:

  1. 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
  2. If you change your contact details in Member Online we will send you a notification email confirming a change has occurred
  3. We are not required to verify your personal or bank details or to update these unless we are instructed to do so by you
  4. Where funds have been incorrectly applied as a result of incorrect or out of date personal or bank details, we are not required to assist with the tracing of funds
  5. 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.
  6. Payments may be declined if there are insufficient cleared funds in the account 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 on Member Online.

You may need to complete addition 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 nominate 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.

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:

  1. It is your responsibility to ensure that the device(s) you use to access Member Online are appropriately secure by installing and maintaining up-to-date anti-malware software, keeping Operating Systems and apps updated to the latest version;
  2. It is your responsibility to protect your Access Codes from becoming known to a third party;
  3. You must not share your Access Codes with anyone including family, friends, account aggregators and advisers;
  4. You must ensure that your Access Codes are not written down or stored together on or with a personal device that could be used for accessing Member Online;
  5. 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;
  6. You must notify QSuper 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;
  7. 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 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.

You must notify QSuper immediately if you know or suspect:

  • Your log on information or password have been compromised, lost or misplaced
  • Unauthorised access or transactions have occurred on your account
  • Devices you use to access the 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.

Contact us on the phone number supplied on our contact us page. You need to ensure:

  • 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 do not advise you to access Member Online from computer terminals which are shared with other users (e.g. internet cafes). It is difficult to ensure these computers are free of malicious software such as spyware which might allow someone to access your log on information and make unauthorised use of these. We also advise you not to use 'Autocomplete', 'Remember Me', or 'Stay Logged In' functionality in browsers.

1.7 Termination and denial of access

QSuper can cancel or suspend your access to Member Online at any time, at our discretion without notice. All indemnities by you, and disclaimers and limitations of liability by QSuper will continue after termination.

QSuper reserves 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.

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 Indemnity

You agree to indemnify us against all actions, suits, claims, demands, liabilities, costs, expenses, loss, and damage (including legal fees on a full indemnity basis) incurred or suffered by us:

  1. As a direct or indirect consequence of your use (or use by any other person using your personal log on information including where this is unauthorised or fraudulent) of Member Online, your breach of these Terms and Conditions, or your breach of any rights of third parties
  2. In connection with 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 that we stop an action you have initiated through Member Online from being processed,

except to the extent that liability is directly caused by a breach of these Terms and Conditions by us, or by any negligent act or omission by us.

1.10 Warranties

  1. We warrant that we will use reasonable efforts to ensure the information provided through Member Online is accurate, current and complete. The sole remedy for breach of this warranty is the rectification of any inaccurate information upon notice by you of the inaccuracy or error.
  2. You confirm that you have not relied on any representation, description, illustration or specification which is not expressly stated in these Terms and Conditions.

1.11 Limitation of liability

  1. To the extent permitted by law, we exclude any liability (including in negligence or 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:
    1. 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)
    2. Our breach of these Terms and Conditions
    3. 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;
    4. Any unauthorised access by third parties to Member Online or to the information contained or functionality available on Member Online
    5. The failure of Member Online to perform any function which we have specified it will perform (including any failure as a result of a disruption to any telecommunications service, power supply or internet connection)
    6. Any reliance on, use of, or inability to use any information displayed or functionality available on Member Online
    7. Any technical or service difficulties or processing delays in relation to Member Online, including processing delays
    8. Any technical or service difficulties or processing delays caused to any computer, associated equipment, software or data, or
    9. Any matters arising from data corruption, breaches of data or security, defects in transmission or viruses.
  2. Where our liability cannot be excluded under any law, our liability will be limited to, at our discretion, either:
    1. The costs of re-supplying any functionality provided on Member Online or a requested action to you, or
    2. Paying you the cost of re-supplying any functionality provided on the Member Online or a requested action to you.
  3. Despite any other clause, to the extent permitted by law, we are not liable to you or to any other person for:
    1. 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
    2. 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.
  4. Nothing in this clause 1.11 limits our liability with respect to damages for personal injury, including sickness and death.

1.12 Copyright and trademarks

Where the term 'QSuper' is used on the QSuper website and within Member Online, it represents the QSuper Board, the QSuper Fund and QSL, unless expressly indicated otherwise.

All copyright, rights and interest in this website are owned or controlled by QSuper. The QSuper website and Member Online contains a number of registered trademarks which are owned by QSuper, 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.

1.13 Privacy

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

We comply with the Information Privacy Principles in the Information Privacy Act 2009 (Qld), and QInvest Limited and QInsure Limited are required to comply with the Australian Privacy Principles in the Privacy Act 1988 (Cth) for certain activities they perform.

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.

1.14 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.

1.15 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 the control of QSuper ('Force Majeure Event'), and notice has been given to you as soon as reasonably practicable:

  1. That obligation is suspended by only so far and for so long as it is affected by the Force Majeure Event
  2. 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
  3. The time for performing that obligation is extended by the duration of the Force Majeure Event, and
  4. 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).

1.16 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.

1.17 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.

1.18 Anti-Money Laundering and Counter-Terrorism Financing obligations

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

  • 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 breach Australian law or sanctions (or the law or sanctions of any other country). 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;
  • 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 to other third parties.

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
  • 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
Mon - Thurs 8.30am to 5.00pm AEST
Fri 9.00am to 5.00pm AEST
+61 7 3239 1004 (international)

Email:
Contact us online

Mail:
QSuper Member Services
GPO Box 200
Brisbane Qld 4001