ID & Security
"Hey so I think I have this guardianship thingy on my account but it's my account. You wanna help me change my contact details."
Unfortunately, I cannot, you will need to contact your guardian.
What is NOITC and how does it relate to carry forward rule?
NOITC converts their non-concessional contribution into concessional and once converted, it goes to concessional cap instead. Carry forward rule will come to play if member has used up their $27500 cap for the financial year that they're claiming the contrbution from, so they can utilise the unused caps and not have tax implications.
"Hey, I just turned 60 and want to celebrate with my family, so I need money for the party this Saturday. How can I take some out?"
Confirm eligibility.
Explain the application process/methods.
Advise timeframes/cannot guarantee payment before Saturday.
"So, with death cover, how do I claim it?"
You cannot claim death cover on yourself as the account holder needs to be deceased.
"I want to know about AustralianSuper investment option. What are those and how can you explain them to me?"
I'll explain the very general comparison of our 3 investment categories and if you'll need more, I am more than happy to book you for a Financial Advisor at no extra cost.
"Someone stole my ID, help me secure my super please!"
List the 5 steps for raising an SMR.
"My salary before tax is $240,000 and super is $26,400. What can I do so I don't get in trouble with the ATO?"
You will have the option to release the excess money on your super, or pay the Div 293 tax liability out of your own pocket. If you wanna know more about it, it's best to speak to the ATO.
MBR - "I've almost met my preservation age of 58, how do I get my money then?"
CSO - "You can apply for it but must cease all employment at the time of your claim..."
MBR - "I don't want to quit my job, surely there is another way?"
Apologise and clarify the process and eligibility again.
Offer a FEAT booking or advise to seek external financial advice.
"Hey gimme the insurance number."
If general insurance query, assist.
If insurance claim related provide ICCC direct line and opening hours.
"Why do I have negative interest on my account? I am very frustrated about this"
I understand why you're feeling that way and I am so sorry about this. It's just that the market performance was not as good as it was in the previous financial years.
"Hey how do I go about adding my daughter to my account?"
Confirm if they want to add as TPA or beneficiary.
Adding TPA process.
What type of transfer do we accept from SMSF to APRA?
Cash transfers only. AustSuper does not accept species to species transfer - all assets must be sold.
"Can you please help me make a FH withdrawal? I am logged into my account already..."
Follow the steps as per the Walk-me or conversation guide.
"Ayo so I like sprained my ankle and it's really sore, can you give me some money?"
Empathy.
Clarify if they want to make an insurance claim, warm transfer to ICCC or arrange a callback.
"I can't see the daily crediting rates for today. Why is that?"
It is calculated every business day and wil have a 24 hour delay on the website. Alternatively, you can see the yesterday's rate.
You can confirm if it's postal or residential.
Cannot hint towards old or current.
"I am rolling in from Australian Retirement Trust to AustralianSuper and I have your form - it is asking me for ABN, USI, ESA, Member Number, Bank Details. What is ESA and how do I find it?"
Australian Retirement Trust is an APRA regulated fund, hence you do not need an ESA. You just need the ABN, USI, and your ART member number to complete the form.
"How much faster is an online application compared to a paper form? How long does it take for a paper form to get to me?"
The only form can be up to 20 days faster and half the application is completed for you.
It may take up to 10 days for it to arrive through Australia Post.
"Is age-based cover all I can apply for? How much should I apply for?"
Explain cover designs.
Offer FEAT appointment.
"I am invested in Member Direct Option and I want to talk about this. Can you help me?"
We can absolutely help you, I just need to forward you to the right department who will assist you on this.
"I've given you all my details and yet you won't let me into the account! WHY THE F*** NOT!??? I AM RECORDING YOU!...."
Apologise, advise it is a legal requirement to meet security checks.
Advise you are not comfortable with being recorded.
Provide warnings for profanity if needed.
"I started on April and my employer still hasn't paid my super up to this date. What can I do?"
Employers have a minimum deadline for the contributions which is per quarter. We're currently in the 4th quarter and it started on April. Since that's when you started, you might want to:
"Yea I don't why you opened an account for me, I'm retired and don't work. I volunteered during the election times but I've been retired for years now. Fix this!"
Explain the AEC accounts and process for closing the AEC accounts.
"I have some insurance with ANZ and want Aussuper to match it, can you do that for me?"
Explain insurance transfer process.
Note transfer must be accepted before rolling funds over.
Member is having trouble changing their investment option online. What do you do?
Log a ticket to SupportGenius,
Offer the member paper-based
Explain timeframes