During this unprecedented and difficult time, we’re doing all we can to support everyone’s health, while we focus on delivering for our members.
As we’re all acutely aware, we are currently living in extremely difficult times, with government, businesses and our community responding to the challenges of the COVID 19 pandemic.
Many of our members are on the front line dealing with this health and economic crisis - whether directly in the hospitals and aged care facilities, or providing support through emergency services, working to keep our schools open or planning with government how to best respond to the ever-changing challenges.
At First State Super we are managing our response to ensure the health and wellbeing of our team, while maintaining the best possible service and support for our members, and monitoring markets closely to protect members’ retirement savings.
A message from our CEO, Deanne Stewart
Investment markets and your super
We know many members are worried about their super as investment markets react to the coronavirus pandemic. Although it can be difficult, it’s important to remember that super is a long-term investment. Our team of experts have developed a long-term risk-adjusted strategy that aims to maximise and protect your retirement savings.
At the moment, the team is closely monitoring markets and providing you with
Our focus remains on investing in a diversified mix of good quality assets to grow your savings over time. We are also using our size and scale to quickly respond to opportunities in the markets as they arise.
Longer than usual wait times for members at our service centre
We’re currently experiencing high call volumes and extended wait times on the phones. Thank you for your patience as we work through responding to your messages and calls.
Changes to financial advice appointments
We are particularly conscious of the need for financial advice at this time, when so many of our members and clients are anxious about the impact the current volatility is having on their retirement savings.
We are extending our telephone-based and online financial advice options to ensure our members can receive the support they need.
We will continue to hold advice meetings over the phone, via video conference and online to ensure members receive the support and advice they need. Face-to-face meetings will be put on hold until further notice.
It is strongly recommended you follow advice issued by the Australian Government and if you know you could be at risk, please cancel your appointment.
Closing our member service centres
Members can talk to our member service team by calling 1300 650 873, Monday to Friday between 8:30 am and 6:00 pm (AEST/AEDT), and can post any paperwork as required. We will ensure that our mailboxes are cleared on a regular basis to avoid any unnecessary delays.
We’ve answered some of the most frequent questions coming in from members.
In the interests of reducing risk, and in line with government regulations of limiting numbers at public gatherings, we have made the decision to cancel all upcoming seminars.
While we have had to postpone our on-site member activity and seminar programs, we are putting in place webinar functionality to continue to provide these services to our members, employers and stakeholders.
The First State Super team
We are continuing to monitor the advice of health experts and the government. As such, we’ve implemented a work from home arrangement for the majority of our employees.
Please rest assured we are implementing every possible workaround and alternative, to ensure we are here to provide you with the best possible service, advice and support during this uncertain time.