This report gathers case studies and evidence on issues First Nations Australians are facing with superannuation, and provides practical solutions and recommendations for improvement. Superannuation exists to provide a safety net at retirement, designed to benefit everyone. However, this report shows that many First Nations peoples are shut out of the system and denied access to their savings. 

This first-of-its-kind, independent research was conducted with 99 First Nations consumers in the Eastern Arnhem region and 19 financial counsellors and caseworkers who support First Nations clients nationwide to navigate superannuation challenges. Key barriers identified include: 

• rigid identity verification processes routinely block First Nations peoples from accessing their own money
• customer service failures, including cultural insensitivity, poor communication and digital-first systems are pushing some to give up entirely
• death benefit payouts take significantly longer for First Nations claimants, compounding trauma during periods of grief. 

While First Nations peoples are more significantly impacted, these issues extend to other Australians including those living in rural or remote areas, older Australians, those with lower digital and financial literacy or with language barriers. The report calls on the Commonwealth Government and superannuation industry to prioritise reforms and remove systemic barriers by: 

• adequately resourcing financial counselling and legal support for First Nations peoples on superannuation issues
• legislating mandatory customer service standards for superannuation funds to drive better outcomes for consumers
• improving ATO and super funds processes to provide culturally safe support, including helping First Nations peoples with identity checks.