This paper will consider the superannuation system from the consumer (or member) perspective, discussing how a consumer enters the superannuation market, interacts with superannuation fund trustees and accesses their superannuation at retirement.

This paper covers the following topics:

• the significance of superannuation for consumers;
• demographics of superannuation fund members;
• how a consumer enters the superannuation system;
• superannuation contributions;
• types of superannuation funds a consumer may enter;
• returns, fees and costs and insurance;
• account switching;
• lost and unclaimed superannuation;
• conditions of release of superannuation; and
• superannuation complaints handling